I have no recomendations, but Boy! do I hear you. You are NOT alone. Except for the fact that we don't use the term "guild" at our theater, I would have suspected one of our people of writing your note. All the way down to the "I won't change!". Good luck, and share what you find out.

Oh, yes, been there, done that... although it's usually not as bad as you're describing. In our organization we had a few folks that have been around since nearly day one, but they were all pretty much ready for someone else to take over. We found volunteers to work with these folks and learn their systems, both good and bad points. Once the new folks were deemed ready, they took over and started working to eliminate the weaknesses while maintaining the strengths.

As to reservations, we've dealt with the same problems, particularly the no-show problem. It doesn't go away, but getting money in advance helps dull the pain. With our operation, we have a voicemail system that allows our reservation people to return calls confirming reservations and to take credit card info over the phone on the return call. This system also allows us to take reservations at times the theater is not open and does not require a volunteer to be at the box office while taking reservations - they do it from home. Our online reservations are handled by the same volunteer via email. If a credit card is required, a phone call is made. We also have required people making reservations for large groups to pay in advance, either with a credit card or by sending a check.

Were I in your shoes, I would be looking to make gradual changes rather than wholesale changes... don't want to annoy the longtime patrons. In addition, if the reservation director is an impediment to improving the bottom line, this person needs to go. After all, turning away potential patrons is a bad way to do business.

We had that problems for a number of years, until our long-time box office volunteer got fed up with patrons and subscribers not showing up. Today, if a reservation isn't claimed by 10 minutes before performance (technically... directors have the option to cut it finer than that), we sell the seat. No refunds. Says so right on the patron and subscriber cards and is explained to people when they make reservations. When people come in to buy tickets at the door for a sold out performance, we ask them if they'd like to wait and be put on a waiting list. They usually get seated.

Sounds to me like your box-office director is costing your group money and patrons. Good luck.

We do not do refunds.  We will do exchanges if it is not a last minute thing (like don't show up tonight and want to trade tonights tickets for next week's tickets -- but sometimes there are people walking in the door that want the reject tickets and the match is made on their own).  There are exceptions, too.  We had a woman call after not showing up for a performance for which she had tickets and wanted to use her expired tickets for the next weekend.  Her mother had a heart attack and their theatre tickets were not the first thing on their minds when that happened...obviously they didn't have the time or the presence of mind to call...they are very regular patrons and we made space for them the next weekend.  I know.  I know. Maybe a rule should be a rule and not breakable...on the other hand these are people we are dealing with and we are not a big, impersonal theatre in a big, impersonal city.  They expect us to have a heart and we do.