Summary/Objective

Job Description

About the BSO

Founded in 1881, the Boston Symphony Orchestra (BSO) is one of the premier orchestras in the world. The BSO is committed to bringing world class music and performances to the local and international communities. The key to our success has been our employees, from the musicians onstage to those behind the scenes.

About the Role

The Front of House Supervisor will be responsible for the care and safety of patrons attending performances at Symphony Hall in Boston, and for providing leadership to the usher staff, guiding them and supporting them throughout the course of a concert. It’s an active position, working directly with patrons and staff, maintaining Symphony Hall’s Customer Service values and practices. The Front of House Supervisor will work with the Front of House Director or Manager as part of a leadership team, but also independently. This position always works to promote exceptional service to ensure a memorable patron experience.

Responsibilities

• Provide strong and supportive leadership to the usher team, working alongside the Front of House Director, Front of House Manager, or independently at usher-staffed concerts and events. Lead team meetings when needed. Maintain equitable and supportive leadership to the part-time ushers.

• Provide customer service of the highest quality to all patrons of Symphony Hall as aligned with the Front of House department’s values.

• Greet and interact with patrons in a cheerful and helpful manner.

• Act as the manager on duty when the FOH Director and Manager are unable to be present. This will probably happen once or twice a week.

• 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 Symphony Hall in a courteous, respectful fashion.

• When managing concerts independently, the Front of House Supervisor will lead pre-and-post concert meetings and take an overall responsible role for the concert.

• A knowledge of classical music is not required, but the Front of House Supervisor will maintain details of each musical performance, the conductor, the program being played, length of intermission, time of each movement, name of the soloist, and any changes to the program, etc.

• Assist patrons with information and questions regarding the layout and amenities of Symphony Hall.

• Work and assist a variety of BSO staff including colleagues in the Event Services department, Security, Box Office, Boston Gourmet, Development, Management Office and BSO Board members during concerts.

• Assist in preparing the Hall for seating before the doors open.

• Respond to patron complaints in a courteous and thoughtful manner.

• Maintain knowledge of policies including, but not limited to Accessibility Services, Evacuation procedures and crowd safety, Service Animals.

Qualifications:

• Excellent leadership and customer service skills, and the ability to work under stressful, time-sensitive situations within a diverse group of people.

• Strong Interpersonal skills.

• Ability to remain calm, patient, thoughtful, and courteous under pressure. Must feel comfortable working in large crowds.

• Thoughtful 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.

Should I consider this job?

Managing Front of House for a world-class organization such as the BSO can be immensely rewarding for the right person. You are inspiring a team of ushers, meeting and welcoming ticketholders, taking care of customers who need assistance, and problem-solving on-the-spot. Guests look to the Front of House team to create a meaningful experience when they attend events in Symphony Hall or Tanglewood. To that end, we look out for those guests’ well-being, whether that means helping them to their seats, politely enforcing a policy for the comfort and safety of all, or calling for medical assistance if a guest is unwell. Symphony Hall is a legendary place, but it’s the people that make them truly special. Front of House plays a crucial role to make this beautiful venue the welcoming and extraordinary places that it is.

If you have a flexible schedule that allows for part-time weekend and late-night work, enjoy the feeling of staying calm and confident in large crowd situations, can make quick decisions, are friendly and welcoming, and can lead a team in a supportive and thoughtful manner, then we encourage you to apply!

Pay Rate Range: $22 - $26 per hour

Required Education and Experience

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.