Question 1

What is the difference between a ticketing assistant and a box office attendant?

Accepted Answer

Ticketing assistants typically work at venue entry points and event gates, focusing on ticket scanning, queue management and customer service. Box office attendants work in dedicated ticket sales offices, handling ticket sales and reservations. Both roles fall under the Amusement, Events and Recreation Award, though duties may vary.

Question 2

What award covers ticketing assistants in Australia?

Accepted Answer

Ticketing assistants working at events, venues and entertainment facilities are covered by the Amusement, Events and Recreation Award 2020 (MA000080). This award covers employees in amusement parks, entertainment venues, sporting facilities and event operations.

Question 3

What classification level should I use for a ticketing assistant?

Accepted Answer

Under the Amusement, Events and Recreation Award, ticketing assistants are typically classified at Level 2 (ticket seller/ticket checker). More senior roles with supervisory duties may be classified at Level 3. See our Amusement, Events and Recreation Award rates guide for current classifications.

Question 4

Should I include pay rates in a ticketing assistant job description?

Accepted Answer

While not legally required, including indicative pay rates helps attract suitable candidates and sets clear expectations. You can reference the award rate or use phrases like 'Award rates plus penalties' or 'Competitive event industry rates.' Check the award for current rates.

Question 5

What qualifications do ticketing assistants need?

Accepted Answer

Most ticketing assistant positions require a minimum of Year 10 education with strong numeracy and customer service skills. Formal qualifications are not usually mandatory, but cash handling experience and point-of-sale system knowledge are valuable. If the venue serves alcohol, an RSA certificate may be required.

Question 6

Do ticketing assistants need any certificates?

Accepted Answer

Essential requirements include working rights in Australia and a National Police Check for roles involving cash handling. RSA (Responsible Service of Alcohol) may be required if working in venues that serve alcohol. First Aid certificates are preferred but not always mandatory. Specific venues may have additional requirements.

Question 7

What experience should I look for in a ticketing assistant?

Accepted Answer

For entry-level positions, look for customer service experience in retail or hospitality, cash handling experience, and ability to work in fast-paced environments. For experienced roles, look for previous ticketing or box office experience, familiarity with ticketing systems, experience managing queues during busy events, and composure under pressure.

Question 8

Can I hire ticketing assistants with no experience?

Accepted Answer

Yes, ticketing assistant roles are suitable for entry-level candidates with good customer service skills and numeracy. Provide training on your ticketing systems, cash handling procedures, customer service standards and venue protocols. Many venues hire casually for specific events, making it ideal for students or part-time workers.

Question 9

Should I hire casual or permanent ticketing assistants?

Accepted Answer

Most event venues rely heavily on casual ticketing staff due to the variable nature of events. Permanent part-time staff may be suitable for venues with regular programming. A core team of permanent staff with casual support for peak events provides flexibility. See our guide on casual vs permanent employment trends.

Question 10

What penalty rates apply to ticketing assistants?

Accepted Answer

Under the Amusement, Events and Recreation Award, penalty rates apply for: Saturdays, Sundays, public holidays, evening shifts (after 6pm) and night shifts. Events often occur on weekends and evenings, so penalty rates are a significant cost factor. Use award interpretation software to calculate rates accurately.

Question 11

What are the minimum shift lengths for ticketing assistants?

Accepted Answer

Under the Amusement, Events and Recreation Award, minimum engagement periods apply — typically 3 hours for casual employees. However, actual shift lengths depend on event duration and venue requirements. Check the relevant award for specific minimum engagement provisions.

Question 12

What should I include in a ticketing assistant employment contract?

Accepted Answer

Key elements include: position title and classification level, employment type (casual/part-time/full-time), hourly rate, applicable award, reporting structure, main duties, work locations, shift patterns, uniform requirements, and any venue-specific requirements. Use our digital employment contracts to simplify this process.

Question 13

How far in advance must I provide rosters to ticketing assistants?

Accepted Answer

Under the Amusement, Events and Recreation Award, rosters must be provided with reasonable notice. For casual staff, provide as much advance notice as possible about upcoming events. Using rostering software helps manage event-based scheduling and communicate shift information efficiently.

Question 14

How do I schedule ticketing assistants for events?

Accepted Answer

Event-based rostering requires planning based on expected attendance, number of entry points, and event duration. Schedule sufficient staff for peak entry times, with some staff staying through the event for late arrivals and exits. Consider staff breaks during longer events and ensure adequate coverage throughout.

Question 15

What breaks are ticketing assistants entitled to?

Accepted Answer

Under the Amusement, Events and Recreation Award, employees working more than 5 hours are entitled to an unpaid meal break, with paid rest breaks based on shift length. During events, stagger breaks to maintain coverage at entry points. Use break planning tools to manage breaks effectively.

Question 16

How do I manage on-call ticketing staff?

Accepted Answer

For event venues, maintain a pool of trained casual staff who can be contacted when events are scheduled. Use communication tools to notify staff of upcoming opportunities. Reward reliable staff with priority access to shifts. Clear communication and fair shift distribution help maintain an engaged casual workforce.

Ticketing assistant job description