Box Office Supervisor in Rochester, NY

Salary Range: $18.50

Geva Theatre, a LORT B regional theatre in the heart of Rochester, New York, is seeking a Box Office Supervisor to join its team.



POSITION SUMMARY

The Box Office Supervisor is responsible for the effective day-to-day operation of the Box Office, with a focus on staffing oversight, patron service, and subscription management. This role ensures high-quality customer engagement and serves as a key liaison between associates and senior leadership. The Box Office is included in the Marketing department.



Staff Supervision & Scheduling

Manage recruitment and screening for open positions; collaborate with the Senior Manager of Guest Services on hiring decisions.
Train new hires on CRM systems, policies, and procedures.
Create and maintain hourly staff schedules, handling shift changes, time-off requests, and coverage needs.
Oversee and approve weekly payroll.
Consult with the Senior Manager on personnel matters such as performance, recognition, and disciplinary actions.


Patron Relations & Issue Resolution

Act as a secondary point of contact for patrons requiring escalated assistance and inform Senior Manager of interactions or concerns requiring further action.
Ensure timely and professional responses to box office emails and voicemails.


Daily Operations

Support the Box Office phones, emails, and in-person sales.
Reconcile nightly cash drawers and prepare deposits.
Lock/unlock front doors per schedule.
Manage requests for comps and half-price tickets in coordination with the Senior Manager.
Handle staff break logistics in accordance with policy.


Show Cancellations & Urgent Communications

In the event of a performance cancellation or urgent change, coordinate and execute last-minute outreach to affected patrons via phone and/or email.
Ensure communication is timely, clear, and aligned with established messaging from senior leadership.
Work with the Senior Manager of Guest Services to support any follow-up or special handling of patron concerns related to cancellations.


Subscription Management

Assist with subscription order processing and fulfillment.
Support in-house phone campaigns led by the Sales Manager.
Partner with the Senior Manager on complex subscription change requests.
Ensure patron follow-up for subscription issues is handled promptly and professionally.
Coordinate printing of Flex and Today Pass orders as needed.


Managerial Decision-Making

Exercise discretion on policy exceptions based on institutional knowledge; escalate complex matters as appropriate.
Share knowledge and provide ongoing guidance to Box Office Associates to ensure excellent patron service and consistent application of procedures.
Support administrative tasks such as data clean-up, patron outreach, and subscription ticket printing.
Communicate relevant interdepartmental ticketing needs, scheduling concerns, and patron feedback to the Senior Manager and Director of Marketing.


Physical Demands & Work Environment:

Must be able to work on the computer and talk/listen on the phone for long hours, interact with patrons, and work in close proximity to other coworkers.
The ability to work evenings and weekends is required.
Ability to lift and carry 25 lbs., crouch, twist, turn, bend, stoop, climb stairs and ladders, and work indoors and outdoors.


The above statements are not intended to encompass all functions and qualifications of the position but are intended to provide a general framework of the requirements of the position. Employee may be required to perform other functions not specifically addressed in this job description.



Geva Theatre is dedicated to creating and producing singular theatre productions and programs that serve the Rochester region and beyond, by illuminating the fullness of our many human experiences. As Rochester’s flagship professional theatre, Geva is one of the most attended regional theatres in New York State. Geva operates two venues – the 516-seat Elaine P. Wilson Stage and the 180-seat Ron & Donna Fielding Stage.



Critical to Geva Theatre’s core values is an institutional culture of dignity, trust, and mutual respect. We are committed to upholding the principles of inclusion, diversity, equity, accessibility, and anti-racism in recruitment of staff in all departments. To that end, for all employment opportunities, we actively encourage applications from, women, BIPOC, LGBTQIA+ individuals, individuals with disabilities and all other identities and legally protected classes. Geva Theatre is an equal opportunity employer. All are welcome here.

This is a full-time, non-exempt position. Compensation: $18.50 an hour, plus benefits

To apply, please submit a cover letter that addresses your experience and how you see your work aligning with Geva’s values, a resume, and professional references.