What are the responsibilities and job description for the Tanglewood Gate Attendant position at Boston Symphony Orchestra?
Summary/Objective
Job Description
About the Role
As a member of the Patron Experience team, this role prioritizes the safety and security of Tanglewood patrons in all aspects of the job. The position focuses on creating a positive first impression by delivering exceptional, personalized, secure, and efficient service to guests as they enter the grounds.
Job Responsibilities
Patron Engagement and Access Control:
- Greet all patrons entering the Tanglewood grounds with a professional, friendly, and safety-minded attitude.
- Use electronic scanners to accurately validate tickets, inspecting for authenticity and compliance with event policies.
Crowd Management:
- Ensure the safe and orderly ingress and egress of patrons by managing line control at the gates and monitoring crowd behavior.
- Coordinate closely with law enforcement and safety personnel to address any concerns or manage large groups.
- Monitor for prohibited items or behaviors, ensuring compliance with Tanglewood protocols.
- Vetting service animals' entrance onto the Tanglewood grounds
Incident Response and Preparedness:
- Respond promptly to any ticketing discrepancies or patron issues, escalating to management or security personnel when necessary.
- Follow established emergency protocols and provide support during evacuations, weather related emergencies, medical incidents, or other urgent situations.
Operational Efficiency:
- Conduct pre-event equipment checks, related to testing of ticket scanners to ensure functionality.
- Participate in daily briefings with team leader to stay informed of event-specific concerns or information.
- Remain vigilant and attentive at designated posts throughout the duration of the event through completion of audience egress, reporting any safety or security concerns. immediately.
Information and Assistance:
- Provide accurate and courteous assistance to patrons regarding performance schedules, grounds layout, and other relevant information while maintaining a security-focused presence.
Required Education and Experience
QUALIFICATIONS
Required Skills and Experience:
Required Skills and Experience:
- General knowledge of safety and security procedures; prior experience in security or event management is a plus.
- High school diploma or equivalent.
- Prior customer service experience in dealing with high volume crowds and an emphasis on resolving issues calmly and effectively.
- Technical proficiency with BSO systems and the ability to troubleshoot technical issues at the gates.
- Strong communication skills and the ability to de-escalate conflict diplomatically.
Physical Requirements:
- Ability to stand or walk for extended periods and work in outdoor conditions, including extreme heat or inclement weather.
- Comfort with lifting and carrying light objects.
- Flexibility to work irregular hours, including evenings, weekends, and holidays, based on event schedules.
