FLSA Classification: Full-Time, Exempt

The Country Music Hall of Fame® and Museum Department of Museum Sales

The Country Music Hall of Fame® and Museum has an opening for a full-time exempt Ticketing Services Manager.

Company Overview: Located in the heart of downtown Nashville, the Country Music Hall of Fame® and Museum documents and interprets the history of country music—a musical genre and culture central to the identity of the city, the state, and the nation. Accredited by the American Alliance of Museums, the museum proudly combines subject expertise, ambitious research, and preservation of an unparalleled collection with expressions of creativity in music, art, and history. The museum collects artifacts that illustrate the evolving history and traditions of country music and provides diverse learning opportunities through educational programs, publications, and exhibitions. The core exhibit follows the story of country music from its folk beginnings through its evolution as a commercial art form. Rotating exhibits examine a broad range of topics, from country classics to contemporary and emerging artists in American Currents. The museum owns Hatch Show Print, a letterpress print shop opened in 1879, and it operates Historic RCA Studio B, where Elvis Presley and many others recorded.

What We Offer for Full-Time Staff: 

• Medical, Dental, Vision, Life Insurance Options
• Competitive Pay
• Paid Vacation and Sick Days
• Paid Holidays (13) and Floating Holidays (2)
• 401(K) with Up to 3% Employer Match
• Employee Assistance Program (Free Counseling and Legal Services)
• Eligibility for Public Service Student Loan Forgiveness  
• FREE 24/7 Downtown Parking and Transit Benefits
• Continuing Professional Offerings
• Complimentary Museum Admission (For Yourself, Family, and Friends)
• Reciprocal Partnerships with Local Venues (The Nashville Zoo, Dollywood Theme & Water Parks, National Museum of African American Music, tours at The Opry and The Ryman Auditorium, and more) 
• Up to 25% Discount in Retail Stores and Onsite Restaurant Venues
• Opportunities to Attend Exhibit Openings, Concerts and Special Events
• Employee Engagement Activities and Opportunities
• FSA and Dependent Care Options 
• Dog Friendly Work Environment
• Volunteering and Community Engagement Opportunities

Departmental Overview: The Museum Sales and Guest Relations department is responsible for admission sales and revenue for the Museum, Hatch Show Print Tours, Historic RCA Studio B Tours, and other publicly ticketed events or programs. It manages staff that impacts the guest experience, such as but not limited to box office sales, Information Desk, Membership Desk, greeters, tour guides, reservationists and ushers. 

Job Description: Reporting to the Director of Guest Experience, this salary position will manage all Ticketing Services and Theater Ushers, and all aspects of reservations for, but not limited to, museum sales, public programs, publicly ticketed events, special events both leading up to and executing day-of needs, supporting the Guest Relations Department all while providing excellent customer service. 

 Specific Job Duties Include: 

      General - 

• Manage Tessitura ticketing database as it pertains to daily walk-up sales, online sales, member services, and overall functionality. 
• Build all publicly ticketing events, programs, and other special events for CMA Theater and Ford Theater in Tessitura. 
• Work with other departments, promoters and/or artist management with VIP Packages, holds, ticket fulfillment, reporting. 
• Lead all front of house operations for Theater and Box Office during events; special event ticket processing, day of event operations, supervising ushers and volunteers and other front of house staff.
• Manage all pre-sale, on-sale, and post-show needs. 
• Work closely with IT Department to troubleshoot and identify efficiencies with Tessitura processes. 
• Hire, manage, and train all on-call Theater Usher staff. Update handbook as needed.
• Activate online Education programs for Membership reservations and Museum Services programming. 
• Ensure website is accurate and up to date. Work with Marketing and IT departments to make amendments as needed.
• Communicate with staff and IT to mitigate web overload.
• Help identify and improve best practices as it pertains to ticketing, reservations, and frontline activities. 
• Provide excellent customer service to Museum members and the general public.
• Interact across multiple departments with reports, ticket orders, vouchers, special reservations requests, and troubleshooting issues.
• Foster strong departmental and interdepartmental relationships. 
• Complete other duties as assigned. 

   Guest Services – 

• Work closely with the Sr. Director, Manager, and Coordinator of Guest Relations to support the day-to-day Museum operations. 
• Maintain a consistent, general knowledge of the whole Guest Relations area to support front-line team.
• Represent Guest Relations department at various interdepartmental meetings when needed. 
• Capability to work independently and make decisions that impact the guest experience.
• Complete other duties as assigned.

Minimum Qualifications:

• At least 2 years of sales and customer service and/or ticketing experience.
• Experience in the hospitality and tourism field.
• Proficient in Microsoft Office, Word, Excel, Outlook, etc.

Preferred Qualifications:

• Advanced knowledge of Tessitura or other ticketing software.
• Minimum of 2 years in a leadership role.

Essential Competencies (Knowledge, Skills and abilities needed for success in the position):

• Experience with ticketing software required.
• Knowledge of Microsoft Office is a must 
• Must be a problem solver and have excellent communication skills both verbal and written.
• Demonstrates strong leadership skills with a positive attitude.
• Excellent customer service and cash-handling skills.
• High level of computer-literacy must be able to troubleshoot and find answers to staff and guest questions.
• Must be able to multi-task in a fast-paced environment while processing sales accurately.
• Ability to make decisions independently and efficiently. 
• Must be able to work a flexible, full-time schedule, including weekends, holidays, and some evenings as needed.

Conditions of Employment:

• Required to work flexible hours to include some evenings as needed for certain events, weekends, and holidays.
• Must be able to walk and stand for long periods of time.

Notes to Applicant:

The Country Music Hall of Fame® and Museum is an equal opportunity employer. We respect the varied attributes, characteristics, and perspectives that make each person unique, and we believe that fostering a culture of inclusion is essential to institutional excellence. The museum promotes an environment of respect, communication, and understanding, while actively seeking opportunities to learn about and establish practices that further facilitate equity. The museum does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy, childbirth and related medical conditions), national origin, political affiliation, gender identity, sexual orientation, disability, genetic information or characteristics, age, membership in an employee organization, military or veteran status, or other non-merit factor. The Country Music Hall of Fame® and Museum does not tolerate discrimination or harassment based on any of these characteristics. 

We are a drug-free workplace and an equal opportunity employer that welcomes all qualified candidates to apply for open positions. The Country Music Hall of Fame and Museum is committed to providing a safe and secure environment for its staff and visitors. All offers of employment are subject to and contingent upon the successful completion of a background check and employment verification, including federally mandated E-verify processes, as required for position..

Due to the high volume of applications received for this position, hiring managers will only contact candidates they are interested in scheduling for an interview. Please refrain from calling to inquire about the status of your application. 

Please upload a resume and cover letter when applying for the position.

Applications are only accepted online on our career page: https://www.countrymusichalloffame.org/careers