Hello, I’m So-min Park from the Performance CS Team at the LOTTE Foundation for Arts. Let me start by introducing the foundation.
The LOTTE Foundation for Arts operates LOTTE Concert Hall, a classical music venue, and LOTTE Museum, a contemporary art museum.
LOTTE Concert Hall is the second large-scale, purpose-built music venue in Seoul. It’s designed in a vineyard style, with the stage at the center and seating surrounding it. This design enhances the audience’s connection with the performers while delivering optimal acoustics. It’s also the first venue in Korea to feature a pipe organ, elevating the quality of classical performances.
LOTTE Museum showcases works by both local and international artists, including globally renowned creators whose pieces are rarely seen in Korea. The museum continually introduces fresh perspectives and new trends in contemporary art to domestic audiences.
As a ticket manager at LOTTE Concert Hall, I handle "everything related to tickets" (laughs). Specifically, my responsibilities include verifying and registering ticketing data, launching sales, managing ticket issuance and distribution, and overseeing on-site ticket sales.
On performance days, I run the ticket box office with the help of "ticket attendants," who manage on-site ticketing tasks. I’m also in charge of hiring these attendants and providing them with training on ticket issuance, distribution, and sales.
Even with extensive preparation, unexpected situations frequently arise in live event settings, which makes the job challenging. Additionally, many of the ticket attendants I work with are part-time employees, so turnover and scheduling changes are constant concerns.
One of the toughest challenges is scheduling. Unlike musicals or plays that run for weeks with consistent timings, classical performances are usually one-time events. Each show has different organizers, performers, programs, and durations. This irregularity impacts both scheduling and the number of ticket attendants needed based on ticket sales.
Due to the nature of classical concerts, staffing and scheduling are highly variable. I used to spend a significant amount of time managing schedules manually using Excel or paperwork, only to revise and redistribute them repeatedly. It was incredibly time-consuming and inefficient.
We tried countless attendance programs and shift scheduling apps before landing on Shopl.
Many tools had limited scheduling template options, or they were app-only, which made them inconvenient for managers. Some paid solutions seemed promising but were overloaded with unnecessary features, making them feel overly complicated and hard to use.
For our team, it’s essential that tools are easy to use and quick to learn, especially because many of our staff are part-time workers with frequent turnover. While managers like us can undergo training to adapt, our part-time ticket attendants don’t have that same flexibility.
We needed a solution that offered simplicity, ease of use, and functionality tailored to our needs. Shopl stood out because it’s intuitive, customizable, and lets us use only the features we need. It was the perfect fit for our operations.
Our ticket managers make extensive use of schedule management with customizable templates, real-time schedule updates, punch in and out tracking, and live attendance reporting. These features have been the most satisfying for our team and perfectly support our day-to-day operations.
With varying ticket sales and performance schedules, it’s impossible for us to maintain a fixed work roster.
Previously, we had to manually calculate staff clock-in times based on performance start times, which often led to confusion or late arrivals.
Now, with Shopl, we create punch in and out templates tailored to each performance schedule. These templates are instantly applied, giving both staff and managers a clear view of working hours through the app.
If there are special notes for a shift, we can include them directly in the schedule for staff to review. This has completely eliminated any confusion about attendance or timing.
Schedule changes happen frequently, whether due to personal requests or unexpected circumstances.
Previously, the process was cumbersome:
Now, employees can directly request schedule changes through Shopl. Managers can approve or deny requests in the app without back-and-forth communication.
Real-time updates are instantly reflected, and push notifications ensure both employees and managers are always on the same page—no more overlooked changes or miscommunications.
Before opening the ticket box office, managers hold briefings (OTs) with attendants to confirm attendance and share performance details. In the past, we couldn’t verify attendance until the team physically arrived at the briefing site.
With Shopl’s real-time attendance tracking, we can now see exactly who has clocked in and who hasn’t—even before the OT begins.
If someone hasn’t arrived, we can contact them directly through the app via messaging or calls. This streamlined process has removed unnecessary delays, allowing us to dedicate more time to preparing the team and ensuring a flawless performance.
– So-min Park, Deputy Manager, Performance CS Team, LOTTE Foundation for Arts
