The Lost Estate is an immersive hospitality and arts company that brings classic stories to life, creating fantastical immersive worlds, packed with dining, mixology, theatre, and world-class performance.
We seek an experienced Box Office Sales Executive to join our fast-growing team. You will be responsible for managing our Box Office communication channels and driving sales and upsells across multiple shows. If you have a passion for selling and are seeking a fast-growing, mission-driven start-up, we can't wait to hear from you.
WHO YOU ARE
We believe that great Arts and Hospitality experiences can change lives. This role is for someone who wants to join that mission, by crafting the extraordinary 1-to-1 guest interactions that begin such experiences. You should have at least 1-2 years experience in hospitality/events/arts/commercial box office, contact centre and customer service roles.
ROLE REQUIREMENTS
PERSONAL SKILLS
- Passion for 1-to-1 interactions. The successful candidate will relish all interactions with our guests. They will take pride in being a confident, optimistic, and empathetic first port of call for the company. Building rich 1-on-1 relationships via phone/email/in person will be a source of energy and fulfilment.
- Love of sales. The successful candidate will get a kick out of driving our sales graph every day. The thought of setting new Box Office records will be exhilarating. They will see every interaction as 'step 1' in a potential sale and obsess over how to maximise their personal conversion rate.
- Passion for the Arts and Hospitality. The successful candidate will share our core belief that Arts and Hospitality experiences can change lives.
- Fastidious with good attention to detail, whilst also being able to work at pace
- Competency with mastering multiple systems and process across the ticketing ecosystem
- Motivated and proactive, able to efficiently work at pace during the busy festive period
- Confident, personable team-player, both within the Box team and wider company
TECHNICAL SKILLS
- Computer literacy. Knowledge of specific ticketing platforms or software is not essential. However, the ability to learn new platforms quickly and efficiently is.
- Written English. You must be able to respond to guest emails incisively and charismatically. Exceptional spelling and grammar are also essential.
- Confident and experienced handling customer enquiries using online phone software
PRIOR EXPERIENCE
- 1-2 years in an art/events box office or sales and customer service department. This should have included the use of: Online ticketing platforms and third-party ticketing agents and CRM and sales reporting software
ROLE RESPONSIBILITIES
- Driving sales of tickets, memberships and the upsell of products and experiences
- Responding to customer enquiries via phone, email, social media and in person (including handling exchanges/refunds, dietary requirements, complaints, special requests, and general queries) flagging key queries and requirements to management and other departments when necessarY
- Managing our telephone reservation system to reduce no-shows and last-minute changes (dietaries and access requirements) as well as maximise upsells and preorders (menu upgrades, drinks packages).
- Reporting of trends in both queries and feedback of guests to the Head of Sales & Customer Services and wider team.
DATES/PAY/BENEFITS
We have one full time, 6 month fixed term position commencing ASAP
Salary:
- Salary: £26.000 - £28,000 pro rata, depending on experience, plus commission available on sales over target.
- Bonus based on sales
- Hours: 40 hrs/week, weekend work required
- Holidays: 30 days annual leave, including public holidays, pro-rated.
- Probation period: 1 month
- Flexible working schedule, including working from home where appropriate
Benefits including:
- Free tickets to The Lost Estate shows (subject to availability)
- Staff discount on drinks at The Lost Estate shows
- Hybrid work model - up to 2 days WFH per week
- Late start/flexible hours when you need it
Pay: £26,000.00-£28,000.00 per year
Work Location: Hybrid remote in London W14 9LP
