Group Sales Assistant, Disney Theatrical Group

At Disney Theatrical Group we strive to create a culture of innovation, inclusion, collaboration, and creativity.  Stories shape how we see ourselves and everyone around us. As storytellers, we have the power to not only uplift and inspire, but also to champion the spectrum of voices in our world.  If you want to help tell compelling, diverse, and enduring stories through live theater, we want to hear from you.  

Disney Theatrical Group (DTG) is in search of a Full-Time Group Sales Assistant (GSA) for the Disney Groups Sales Department. This position reports directly to the Manager, Group Sales.

The Group Sales Assistant (GSA) supports the full group sales booking lifecycle, from inbound inquiry through ticket fulfillment and post‑sale follow‑up. As a core member of the Group Sales team, this role works closely with the Group Sales Manager and supports broader sales initiatives led by the Director of Global Sales, including guest services and tourism distribution partners. The ideal candidate thrives in a fast‑paced environment, takes ownership of outcomes, and proactively manages competing priorities.

This role balances inbound sales calls, digital service requests, and outbound follow‑up in a high‑volume sales environment, requiring focus and prioritization skills.

This position is office‑based with limited flexibility and requires availability for work events outside standard business hours, on select weekends and during peak sales periods.

JOB RESPONSIBILITIES

Sales Support & Lead Management

• Support sales of Disney on Broadway group tickets, special experiences, and ancillary products.
• Serve as a frontline representative for the Group Sales phone line, handling high‑volume inbound sales inquiries.
• Respond to online sales leads and requests, managing each inquiry through qualification, follow‑up, and close or handoff within a one‑business‑day standard.
• Educate guests on available add‑on products and experiences to drive incremental revenue.
• Support outbound outreach, partner follow‑ups, and account maintenance to strengthen long‑term relationships.
• Contribute toward team sales goals by advancing qualified leads and supporting overall sales momentum.

Ticket Operations & Order Management

• Process and fulfill a high volume of group ticket orders, including invoicing, payments, reminders, and ticket delivery for Broadway shows and related experiences.
• Ensure order accuracy by reviewing box office ticket requests and proactively resolving discrepancies prior to fulfillment.
• Monitor payment timelines and follow up on overdue bookings to support revenue recognition and inventory release.
• Submit and track SAP payment requests for vendors and clients.
• Support in person sales events, client visits, and activations as needed.

Performance, Process Improvement & Collaboration

• Provide regular updates to the Group Sales Manager on order status, sales trends, guest feedback, and recurring issues.
• Maintain accurate and timely data in CRM and sales systems to support reporting, forecasting, and decision‑making.
• Identify opportunities to improve workflows, reduce friction, and increase efficiency across sales, service, and booking processes.

Guest Service

• Respond to guest service inquiries from non‑group ticket buyers submitted through Disney Theatrical Group websites via Zendesk, addressing a wide range of topics including ticketing, policies, delivery issues, accessibility requests, and general show information.
• Craft clear, professional, and empathetic written responses, frequently resolving issues independently by researching policies, order details, and system records.
• Identify trends in guest inquiries and escalate recurring issues or improvement opportunities.
• Meet or exceed service level expectations for response time, accuracy, and guest satisfaction.

Basic Qualifications:

• Strong guest engagement skills by phone and email.
• Track record managing high workloads and tight deadlines.
• Strong written, verbal, interpersonal, and problem-solving skills.
• Flexibility to work outside normal business hours as required.
• High standards of professional integrity aligned with TWDC core values.
• Commitment to inclusive, respectful, and high-quality guest experiences. quality guest experiences quality guest experiences.
• Must be able to lift boxes and event supplies of up to 25 lbs.

Preferred Qualifications:

• Proactive, self-starting mindset with a desire to learn and grow.
• Comfort working in a high-volume phone environment with frequent guest interactions.
• Experience in customer service, sales operations, or live entertainment.
• Familiarity with Broadway, live theater, or the entertainment industry.
• Comfort working with CRM systems, sales tools, and operational databases.

DTG is committed to providing the highest quality opportunities for the widest group of talented professionals throughout their career trajectory.

Disney Theatrical Group, a division of The Walt Disney Studios, was formed in 1994 and operates under the direction of Andrew Flatt and Anne Quart. Worldwide, its ten Broadway titles, including the current Broadway productions of The Lion King and Aladdin, have been seen by more than 200 million theatregoers and have been nominated for 62 Tony® Awards, winning Broadway’s highest honor 20 times. Disney Theatrical Group also delivers live shows globally through its license to Feld Entertainment, producer of Disney on Ice. In addition, DTG licenses musical titles for local, school and community theatre productions through Music Theatre International, resulting in over 500,000 performances around the world reaching audiences of more than 150 million.

The hiring range for this position in New York is $45,000 to $58,100 per year based on a 40 hour work week. The amount of hours scheduled per week may vary based on business needs. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.