Ticket Sales Associate

Description

ABOUT LAGUNA PLAYHOUSE

Laguna Playhouse is a nationally acclaimed, non-profit, professional theatre located steps away from the Pacific Ocean in the charming arts colony of Laguna Beach, California. As a cultural anchor for our community and a leader in contemporary American theatre, we produce innovative plays and musicals that entertain, challenge, and inspire diverse audiences. We depend on ticket sales and patron engagement to sustain our mission and bring world-class theatre to our community.

ABOUT THE CULTURE

Laguna Playhouse fosters a collaborative, inclusive, and creatively enriching environment that encourages authenticity and bold ideas. We are deeply committed to equity, diversity, and inclusion, and strongly encourage applications from individuals who identify as Black, Indigenous, People of Color, women, transgender, non-binary, and those from communities historically underrepresented in the theater industry.

The right candidate will be energetic, sales-driven, and genuinely passionate about connecting patrons with theatre. You'll be the front line of our ticket operation—building relationships with prospective and returning patrons, driving ticket sales through consultative selling, and creating exceptional customer experiences. This role requires someone who thrives on outbound engagement, takes initiative to meet sales goals, communicates clearly and warmly, and represents Laguna Playhouse with professionalism and enthusiasm.

KEY RESPONSIBILITIES

Sales & Revenue Generation

Upsell and cross-sell performances, subscriptions, memberships, special events, and other offerings

Conduct outbound sales calls to promote ticket sales and organizational initiatives

Follow up with prospective, inactive, and lapsed patrons to drive purchases and renewals

Execute targeted email campaigns and assigned call lists to generate revenue

Support subscription campaigns, fundraising efforts, and special events

Achieve monthly sales targets and contribute to patron retention goals

Ticket Sales & Patron Services

Process ticket sales, exchanges, subscriptions, group sales, gift certificates, and discounts through Spektrix

Manage will-call and patron check-in operations for performances

Provide accurate information regarding events, pricing, seating policies, parking, and accessibility

Deliver exceptional customer service and create a welcoming patron experience

Communicate patron needs, concerns, complaints, and accessibility requests to management

Ensure ADA compliance and accommodate accessibility needs

Administrative Support & Data Management

Follow organizational policies for exchanges, complimentary tickets, discounts, and promotional codes

Maintain confidentiality of patrons and payment information

Perform data entry, database maintenance, reporting, and patron record management

Assist with mailings, patron communications, subscription renewals, and promotional campaigns

Maintain accurate ticketing, sales, and patron interaction records

Training & Team Collaboration

Participate in ongoing training related to ticketing systems, policies, sales techniques, and customer service standards

Collaborate with team members and provide support during high-volume sales periods and events

Perform additional duties as assigned

Requirements

REQUIRED QUALIFICATIONS

Previous sales experience preferred; experience with ticket sales, subscriptions, memberships, or other outbound sales efforts is a plus

Excellent written and verbal communication skills

Ability to work evenings, weekends, and performance schedules as required

Ability to walk up and down stairs as there is no elevator access to our mezzanine level

Occasionally required to lift and/or move up to 15 pounds

Proficiency with point-of-sale systems and ticketing software (training provided)

Passion for the arts and alignment with the mission of Laguna Playhouse

KEY SKILLS & COMPETENCIES

Consultative Selling & Upselling

Ability to understand patron needs and recommend products and experiences that match their interests. Strong upselling and cross-selling skills.

Outbound Sales & Cold Calling

Comfortable initiating contact with prospective and lapsed patrons. Ability to engage confidently, handle objections, and move conversations toward sales.

Subscription & Membership Sales

Experience or aptitude for selling recurring revenue products. Understanding of patron lifetime value and retention strategies.

Patron Retention & Renewal Strategies

Proactive approach to keeping patrons engaged and moving lapsed patrons back to active status.

Professional Communication

Clear, warm, and persuasive verbal and written communication. Ability to represent Laguna Playhouse professionally in all patron interactions.

Conflict Resolution & Complaint Handling

Patient, empathetic approach to patron concerns. Ability to resolve issues while protecting the organization and maintaining patron goodwill.

Sales Performance Management

Goal-oriented mindset. Ability to track personal performance metrics and continuously work toward sales targets.

Data Accuracy & Detail Orientation

Meticulous with patron records, transaction processing, and ticket system management. Accuracy is critical to patron experience and revenue.

Customer Service Excellence

Genuine enthusiasm for creating positive patron experiences. Ability to remain patient, professional, and welcoming during high-volume periods and challenging situations.

Adaptability & Continuous Learning

Willingness to learn new systems, policies, and sales approaches. Flexibility to respond to organizational changes and patron needs.