Job Description

Objective

About Tanglewood

Home to the famous Boston Symphony Orchestra, and the site of one of the world’s best-known music festivals, Tanglewood hosts world-class orchestra and chamber music concerts, renowned popular artists, fascinating talks, fun events for kids, and more ... all against the backdrop of the beautiful Berkshire Hills. 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.

About the Role

As a key member of the Patron Experience team, the Gate Attendant Manager is responsible for overseeing guest access operationsat public gatesduring ticketed eventsat Tanglewood, ensuring anefficient,and welcominggroundsentryand exitexperience,along with managingpatronaccess controlbetween venueson multi-event days when necessaryThis role manages frontline gate attendant staff and event-daygroundsaccesscontrolin collaboration with Tanglewood Facilities andsupportive ofTanglewood public safetyand securityoperationstoensurea secure and positive patronexperience

Job Responsibilities 

• Recruit, train, schedule, and supervise frontline gate attendant staff.

• Ensureappropriate staffinglevels for all events and manage shift coverage based on operational needs

• Lead pre-event briefings to assign gate positions and communicate event-specific information, policies, and expectations.

• Foster a positive, inclusive, and professional work environment that emphasizes teamwork and accountability.

• Ensure all patrons are greeted with professionalism whilemaintainingconsistent access control awareness.

• Oversee ticket validation using electronic scanning equipment, ensuring authenticity and compliance withTanglewoodpolicies.

• Address ticketing discrepancies and patron access issues, escalating to Box Office or management asappropriate

• Awareness ofthe patronlineflow and crowd behavior at entry gates to support safe and efficient ingress and egresssupportive of and in collaboration with Tanglewood Facilities.

• Supporton-sitelawenforcement,publicsafety, and medical personneloperatingunder the direction of Tanglewood Facilitiesinresponding tosecurity concerns or incidentsas neededForcontext,theTanglewoodGateAttendantManageris notresponsiblefor campussafety,medical response,andsecurity

• Ensure compliance with Tanglewood protocolsand prohibited items, including verification of service animalsin accordance withADA guidelines.

• Respond promptly and professionally to patron concerns, escalating issues to senior management when necessary.

• Provide calm, decisive leadership during evacuations, severe weather events, medical incidents, or other emergenciesin accordance withestablished policies as outlined in the Tanglewood Emergency Operations Manual and other materials

• Conduct pre-event equipment checks, includingradios,ticketscannersand access control tools

• Maintain operational vigilanceofpublicgatesthroughouteventstoensuresafetyconcerns are reportedimmediatelytoseniormanagement

• Ensure gate staff are well-informed and able to provideaccurateinformationregardingperformance schedules,Tanglewoodlayout, and patron services.

Required Education and Experience

Qualifications & Skills:

• Exceptionalleadershipskillswith experience supervisingandmotivatingfrontlinestaff.

• Minimum5years of customer service experience, preferably in high-volume or crowd-facing environments.

• Working knowledgeofevent ingress, egress, crowdmanagementandoperations; prior experience in event management is a plus.

• College degree or equivalent combination of education and relevant experience.

• Proficiencywith PC-based systems,radiocommunications,Androiddevices, and electronic ticket scanning technology, including basic troubleshooting.

• Provenexperiencecreatingandmanagingcomplexstaffschedules using approved scheduling systems.

• Superiorcommunication and interpersonal skills, with theprovenabilityto de-escalate conflicts diplomatically and effectively.

Physical Requirements:

• Ability to stand or walk for extended periods and work outdoors invaryingweather conditions, including heat and inclement weather

• Ability to lift and carry light equipment,as needed.

• Availability to work evenings, weekends, holidays, and through post-event egress, in alignment with event schedules.

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Pay Rate Range: $21 - 23 per hour

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.