This document outlines the volunteer role of the Ticketing Manager for the Melbourne Mustangs Ice Hockey team. It is expected that this role will take around four hours per week, not including attendance on game days. If the Ticketing Manager is not available to attend a game day, then it is expected that they will delegate their game day responsibilities to another person.

Core Competencies

• Strong awareness of sound financial management processes

• Strong written and verbal communication skills

• Strong customer service skills

• Good stakeholder management skills

Ticketing Overview

The Australian Ice Hockey League (AIHL) runs from April to September. The Melbourne Mustangs plays all home games at O’Brien Icehouse in Docklands, which has approximately 1,500 seats and standing area for another 500. The Mustangs play 14 home games each season. The Mustangs Ticketing Manager is tasked with managing the ticketing for these home games.

• Season tickets are managed via TryBooking.
• Individual tickets are managed via TicketMaster.
• VIPs and other special guests are managed via a list at the front door on game day.

Duties

The Mustangs Ticketing Manager has a number of duties including:

• Working to resolve the location of Gold Members, sponsors and other ticket holders with reserved seats.
• Maintaining the list of people to be granted entry at the front table on game day
• Reporting on attendance to the Committee.

2020 Strategic Goals

The Mustangs Ticketing Manager is tasked with achieving four strategic goals:

1. To help grow the number of memberships in 2020
2. To increase revenue from individual ticket sales
3. To increase the number of people attending games
4. To grow the number of members in 2021

Allocation of Space

A seating plan has been developed for the 2020 season, and the Ticketing Manager should keep this updated and current. This will assist in managing the allocation of seats to members, sponsors, VIPs, individual ticket holders and other people. Maintaining accurate records will be essential so that people can reapply for the same seats for the 2021 season.

Programs

The Mustangs will implement a number of programs in 2020 to grow attendance. The Ticketing Manager will be responsible for administering these programs and reporting on them to the Committee.

Community Outreach Program

The Community Outreach policy is designed to provide access to ice hockey to people who are unlikely to be able to afford to attend without assistance. The Mustangs Ticketing Manager will have the authority to provide tickets free of charge to not for profit organisations. It is acceptable for the same organisation or individuals to attend more than one match. Entry passes will be left at the Mustangs front desk. To spread the crowd, tickets provided via the Community Outreach Program must be collected 15-30 minutes before the start of the game. The Ticketing Manager should keep records of how many tickets are offered, how many are accepted and how many are collected. The Mustangs will include information on how many people attended using this program in the annual report.

Business Development Program

The Business Development Program is designed to target people who have not attended an ice hockey match before and is specifically designed to grow the market. It should target people that research indicates are likely to pay to attend a subsequent match. Individuals should only be given one free ticket. The Mustangs Ticketing Manager will have the authority to provide tickets free of charge to people or organisations who match these criteria. To spread the crowd, tickets provided via the Business Development Program must be collected 15-30 minutes before the start of the game. The Ticketing Manager should keep records of how many tickets are offered, how many are accepted and how many are collected. Based on availability, tickets can either be provided to unsold seats within the Gold Membership section (specific seats) or for seats within the general admission section. The Mustangs will include information on how many people attended this program in the annual report.

Bring a Friend Program

During 2020 is it proposed to grow the number of people attending games, by providing free tickets to members to bring family or friends who have never before been to an ice hockey game. The Ticketing Manager would be responsible for contacting members with the offer, after identifying games with significant numbers of spare seats available - generally Sunday games. This program is designed to provide people with the confidence to attend an ice hockey match by encouraging them to come with someone who knows how to get there, where to park, where to eat, and who can provide them with insights into the game.