Gate Attendant Manager

Boston Symphony Orchestra•Tanglewood, MS

7d•$21 - $23•Onsite

About The Position

As a key member of the Patron Experience team, the Gate Attendant Manager is responsible for overseeing guest access operations at public gates during ticketed events at Tanglewood, ensuring an efficient, and welcoming grounds entry and exit experience, along with managing patron access control between venues on multi-event days when necessary. This role manages frontline gate attendant staff and event-day grounds access control in collaboration with Tanglewood Facilities and supportive of Tanglewood public safety and security operations to ensure a secure and positive patron experience.

Requirements

Exceptional leadership skills with experience supervising and motivating frontline staff.
Minimum 5 years of customer service experience, preferably in high-volume or crowd-facing environments.
Working knowledge of event ingress, egress, crowd management and operations; prior experience in event management is a plus.
College degree or equivalent combination of education and relevant experience.
Proficiency with PC-based systems, radio communications, Android devices, and electronic ticket scanning technology, including basic troubleshooting.
Proven experience creating and managing complex staff schedules using approved scheduling systems.
Superior communication and interpersonal skills, with the proven ability to de-escalate conflicts diplomatically and effectively.
Ability to stand or walk for extended periods and work outdoors in varying weather 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.

Responsibilities

Recruit, train, schedule, and supervise frontline gate attendant staff.
Ensure appropriate staffing levels 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 while maintaining consistent access control awareness.
Oversee ticket validation using electronic scanning equipment, ensuring authenticity and compliance with Tanglewood policies.
Address ticketing discrepancies and patron access issues, escalating to Box Office or management as appropriate.
Awareness of the patron line flow and crowd behavior at entry gates to support safe and efficient ingress and egress supportive of and in collaboration with Tanglewood Facilities.
Support on-site law enforcement, public safety, and medical personnel operating under the direction of Tanglewood Facilities in responding to security concerns or incidents as needed. For context, the Tanglewood Gate Attendant Manager is not responsible for campus safety, medical response, and security.
Ensure compliance with Tanglewood protocols and prohibited items, including verification of service animals in accordance with ADA 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 emergencies in accordance with established policies as outlined in the Tanglewood Emergency Operations Manual and other materials.
Conduct pre-event equipment checks, including radios, ticket scanners and access control tools.
Maintain operational vigilance of public gates throughout events to ensure safety concerns are reported immediately to senior management.
Ensure gate staff are well-informed and able to provide accurate information regarding performance schedules, Tanglewood layout, and patron services.