What are the responsibilities and job description for the Audience Services Supervisor position at Boston Symphony Orchestra?
Summary/Objective
Job Description
About Tanglewood
In 1940, the Berkshire Music Center (now the Tanglewood Music Center) began its operations. Home to the famous Boston Symphony Orchestra, and the site of one of the world’s best-known music festivals, Tanglewood hosts the Festival of Contemporary Music, along with many other events including concerts of various genres from jazz to pop. Today, Tanglewood annually draws over 350,000 visitors. Each season offers not only a vast quantity of music, but also a vast range of musical forms and styles, all of it presented with a regard for artistic excellence that makes the festival unique.
Job Responsibilities
- Provide customer service of the highest quality to all patrons of Tanglewood.
- Greet and interact with patrons in a cheerful and helpful manner.
- Maintain the highest knowledge of safety and emergency / evacuation procedures and be able to assist with those procedures in a quick, calm, and efficient manner.
- Implement policies of Tanglewood in a courteous, respectful fashion.
- Support the work of the Front of House Director, Associate Front of House Manager, and Front of House Supervisor.
- Assume a rotating higher leadership role to further support the Front of House Managers for well-attendance concerts. Occasionally manage events such as Open Rehearsals and Tanglewood Music Center Chamber Music performances independently.
- Advise and provide leadership to volunteer ushers in the Shed and on the Lawn. Fill in usher duties as needed.
- A knowledge of classical music is not required. The details of each program will be described before each concert to the Supervisors by a Manager, so that they can be told to patrons if asked.
- Assist patrons with information and questions regarding the grounds and amenities of Tanglewood.
- Work and assist a variety of Tanglewood staff including wheelchair attendants and lawn chair rental attendants.
- Interact with staff at all levels including Guides, Gate Attendants, Sheriffs, medical personnel, and Visitor Center.
- Assist in preparing the hall and lawn for seating before the gates open.
- Respond to patron complaints in a courteous and thoughtful manner.
- Maintain knowledge of policies including, but not limited to Disability/Access Guide, Service Animals, and children 5 and under, and food inside the concert halls.
- Work with Front of House team during weather emergencies to guide patrons in a safe manner
- Be able to work independently to supervisor audience services at smaller Tanglewood concerts.
Required Education and Experience
Qualifications
- Excellent customer service skills and the ability to work in stressful, time-sensitive situations within a diverse group of people. Previous customer service experience is a plus.
- Strong Interpersonal skills.
- Ability to remain calm, patient, thoughtful, and kind under pressure.
- Commanding and respectful supervisory skills. Able to manage group dynamics well.
- Ability to stand for long periods, walk good distances and lift up to 30 lbs.
- Demonstrably strong communication, leadership, problem-solving and independent decision making
- Organizational skills and ability to oversee multiple tasks simultaneously.
- This position involves flexible hours, late nights and weekends.
The BSO is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
