Symphony Hall, the home of the world-renowned Boston Symphony Orchestra (BSO), is considered one of the top concert halls in the world in terms of its acoustics. Built in 1900, it is an historic building designated as a national landmark, requiring special care in preservation, restoration, and maintenance.
The Facilities Office Manager coordinates centralized workplace services for BSO staff, and plays a linchpin role in the interface between the Facilities operations team (both in-house and external service providers) and the customers occupying the BSO facilities: BSO employees, orchestra, and the concert going public. Also, the Facilities Office Manager administers capital project documentation and vendor contract management, by tracking commitments, preparing meeting minutes, and arranging meetings.
Because the role provides a wide range of office support in the workplace, the Manager influences organizational effectiveness, efficiency, and safety. The Manager is often the initial contact for customers of Facilities services, so first impression is vital and follow-through even more so.
Centralized Workplace Services:
- Administer the online work reception and dispatch function, monitor and adjust customer service levels, and escort/facilitate vendor visits for various soft services and amenities e.g. pest control, vending, filtered water coolers, waste/recycling and shredding, first aid, office supplies, postage metering, and break room upkeep and provisioning.
- Manage mail and courier services, ensuring timely delivery and pickup of routine, registered, and express mail and packages. Maintain the mail-room including records, supplies, receipt acknowledgment, and storage. Work with US Postal Service and courier services to ensure reliability, expedience, and streamlining of incoming junk mail.
- Manage the package Receiving Area, ensuring expedient processing and controls.
- Manage the office supplies vendor and contract for centralized ordering, and ensure controls are in place for ordering only authorized items.
- Work with emergency response coordinator and compliance specialist to set up training and drills related to workplace safety.
- Manage Voice of the Customer feedback including conducting periodic surveys of quality and customer service – consolidate and provide to management for assessment.
- Act as MAC (moves/add/changes) Coordinator, dispatching move/setup crew to move or reconfigure furniture. Track changes and maintain work space database.
- Develop and maintain workplace procedures and standards.
Scheduling and Planning
- Administer complex documentation of capital projects, including forecasts, budget and schedule, design and engineering schematics, and project meetings.
- Assist Facility Manager in processing payroll for the crew and in publishing crew schedules for concerts and events, including installation of outdoor event 3-sheets posters.
- Coordinate with Event Services using its scheduling system to meet the demands of event programs at Symphony Hall including functions and meetings.
- Schedule meetings through Outlook, prepare meeting minutes, develop presentation materials, arrange logistics (catering and A/V) and training classes.
- Maintain office suspense file for staff follow-up on commitments.
- Manage Pops XX Table schedule, ensuring proper allocation among staff and vendors.
- Advise departments on labor estimates for event support and allocate labor charges.
- Arrange for contract labor to supplement regular staff e.g. auditorium changeovers.
Budget Administration and Procurement:
- Procure MRO (maintenance, repair, and operations) materials, vendor services, and office supplies and printed materials.
- Originate purchase orders, process invoices, assign Chart of Account numbers, reconcile mismatches, retain invoice history. Track budget variances within accounts, and alert management as appropriate.
- Administer maintenance equipment and service agreements, managing a suspense file alerting management when contract renewals are due for review. Maximize Education & Institution (E&I) Co-op program participation.
- Work with vendors to ensure certificates of insurances and payment records are current,
- Maintain vendor data base and Service Level Agreements and associated Key Performance Indicators, arrange for Quarterly Business Reviews with vendor partners.
- Perform data entry updates to the Facility Condition Assessment (FCA) system.
- Maintain the work request data base and generate reports for trend analysis.
- Work with Huntington Plaza property manager to generate rent roll reports from the Yardi lease administration system.
- Consolidate and maintain compliance records, including government licenses and permits, historic commission certifications, fire safety assessments, etc. in audit-ready status for inspections.
- Interface with BSO insurance broker re liability records/investigations. Administer vehicle insurance and registrations, maintenance and accident claims.
- Update Standard Operating Procedures in compliance with regulatory requirements.
- Maintain historical reference by adhering to procedures for retention, protection, retrieval, transfer, and disposal of records, both hard copy and shared drive. Organized for ready retrieval.
- Support Security administration of access protocols and emergency notification phone trees. Organize and coordinate annual parking space lottery, maintain and publicize rules, issue tags, and update records for Security enforcement of parking.
In point of “first contact” role within Facilities, the Facilities Office Manager interacts with all levels of staff within each department to ensure workplace satisfaction, and special collaboration with administrative assistants, Accounts Payable, Events Services, Tanglewood Facilities, and orchestra, plus external entities: vendors, city officials, consultants, patrons and community residents. In workplace services facilitator role, may allocate Cleaning/Set-up Crew labor as needed to perform appearance care and set-up functions.
Ability to work in constant customer service environment, under pressure with frequently changing priorities. Must be resourceful, solving problems in the absence of written guidelines. This is not a desk bound position, requires movement around the facilities, including lifting items up to 25 lbs, climbing ladder stairs, and touring spaces with limited access such as the attic and roof. May need to work occasional overtime and be present during inclement weather situations.
KNOWLEDGE AND SKILLS:
- Energetic professional wearing multiple hats, often working independently of supervision.
- Strong oral and written communication skills, including email expertise, with emphasis on collaborative style, and exceptional tact in customer service situations.
- Adept at negotiating with vendors to ensure superior delivery of service.
- Keen attention to detail, highly organized.
- Advanced computer skills, power user of Microsoft Office software suite, including presentation preparation capability using PowerPoint and Publisher.
- Basic accounting proficiency and analytical skills.
- Practical technical aptitude for dealing with maintenance and construction professionals.
- Skill in influencing others to get things done, capable of facilitating cleaners, furniture movers, contractors, and part-time labor to anticipate and respond to customer needs.
- Collaborative with other administrative professionals to benchmark current trends and introduce operational efficiencies to continually improve business processes.
- Encouraged to pursue after hiring, IFMA FMP (Facility Management Professional) or BOMA FMA (Facilities Management Administrator).
- High school diploma, college degree or coursework and advanced training preferred.
- 3-5 years’ experience in administrative and customer service functions in an organization, cultural or performing arts institution experience a plus.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability status, protected veteran status, or any other characteristic protected by law. The Boston Symphony Orchestra is committed to building a culturally diverse staff and encourages applications from female and minority candidates.”
About Boston Symphony Orchestra
The Boston Symphony Orchestra, Inc. engages more people in the remarkable variety and wonder of classical music than any other symphonic organization in the world, bringing music into the lives of millions of people every year. The rich tapestry of offerings by the Boston Symphony, Pops, Tanglewood Music Center and Tanglewood Festival Chorus represent the best that the art form offers. Known for its diverse programs, passionate performances and tradition of innnovation, the Boston Symphony Orchestra has been at the forefront of artistic excellence for more than 135 years.