Box Office Manager - River Rock & Casino Vancouver Show Theatre

Under the general direction of the Manager, Show Theatre Production, the Manager, Box Office provides strategic leadership and hands‑on operational oversight for all ticketing, box office, and front‑of‑house theatre functions across Casino Vancouver Theatre and the River Rock Show Theatre. This dual‑property role plays a key part in delivering seamless, guest‑focused experiences for concerts, galas, corporate events, and the full spectrum of live entertainment programming.

The Manager ensures accurate, efficient, and service‑driven ticketing operations, oversees event builds and system configuration, and upholds rigorous operational and financial controls. This role leads both the ticketing and ushering teams, fosters a safe and development‑focused work environment, and contributes to recruitment, onboarding, performance planning, and ongoing coaching for team members.

Working collaboratively with the Manager, Entertainment, as well as Marketing, Production, F&B Banquets, and external promoters and rental clients, the Manager, Box Office supports the successful execution of events at both theatres. The role champions Lahal Casino Management’s commitment to exceptional guest service, operational excellence, and a unified entertainment experience across properties.

Key Accountabilities

• Leadership & Team Development — Provides leadership, direction, and mentorship to ticketing and ushering teams; develops performance objectives and delivers performance evaluations for direct reports.
• Box Office Operations Management — Oversees daily box office operations including ticket sales, will call, guest inquiries, and event day ticketing support.
• Ticketing System Configuration — Builds and configures events in the ticketing system, ensuring accurate pricing, scaling, holds, allocations, and reporting.
• Operational Plan Execution — Implements front of house theatre operational plans and ensures consistent adherence to policies, procedures, and service standards.
• Cash Control & Reconciliation — Liaises with Finance; tracks sales, reconciles ticket statements, verifies cash receipts, and prepares settlement and event summary reports.
• Inventory & Seating Chart Management — Orders ticket stock, maintains inventory, and updates seating charts for all events.
• Customer Inquiry & Issue Resolution — Receives, responds to, and tracks customer inquiries; resolves or escalates issues as required.
• Event Support & Coordination — Provides event day support including staffing, troubleshooting, and guest service escalation; prepares ticketing reports for internal teams and promoters.
• Cross Functional Collaboration — Coordinates with Marketing, Production, Entertainment, and Security teams to support smooth event operations, presales, promotions, and ticketing communications.
• External and Internal Relationship Management — Maintains strong relationships with promoters, rental clients, ticketing partners, and internal departments.
• Regulatory Compliance — Ensures compliance with licensing laws, health and safety standards, and all statutory regulations.
• Other Duties — Performs additional duties as assigned or directed.

Education and Qualifications

• Experience with computerized ticket production/sales hardware and software an asset
• Minimum 2 years of box office experience
• Minimum 1 year of Leadership experience
• Accounting or finance experience an asset
• Able to be diplomatic, yet assertive while monitoring staff for compliance to policy and procedures.
• Ability to communicate effectively and efficiently orally and in writing.
• Able to work independently and also collaborate as a strong team member.
• Strong understanding of finance / expense reporting for event settlements.
• Excellent customer service skills.
• Ability to work a flexible scheduling including evenings and weekends based on operational needs
• Serving it Right Certification
• Ability to clear a criminal record check

Who You Are

You are an experienced box office leader who thrives in fast paced, guest focused environments. You bring strong knowledge of ticketing systems, theatre operations, and event day execution, paired with a calm, solutions oriented approach.

You lead with clarity and professionalism, supporting your team through coaching, accountability, and leading by example. You communicate confidently with guests, staff, promoters, and internal partners, and you excel at balancing operational accuracy with exceptional service.

Above all, you are collaborative, adaptable, and committed to delivering smooth, well executed events from first ticket sale to final curtain.

Work Environment Considerations

This role requires regular onsite presence at both the Coquitlam and Richmond theatres to support operational needs. Work involves standing for extended periods, lifting and carrying materials, pushing and pulling equipment, bending, stretching, and managing frequent interruptions. The position also requires flexibility to work non traditional hours, including evenings and weekends, based on event schedules and business demands.

Total Rewards

We offer a comprehensive Total Rewards package designed to support your well being, growth, and long term success. The successful candidate will receive extended health benefits starting immediately upon hire, paid wellness days, and a Company matching RRSP program with up to a 4% match to help you plan for the future. This role also includes three weeks of annual vacation to start, supporting work–life balance in a dynamic casino environment.

Compensation for this position is based on experience, with a salary range of $60,000–$70,000. While placement within the range depends on qualifications, the hiring target for this role is approximately $65,000. This position is also eligible for a company bonus program tied to overall organizational performance.