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About the Role
The Guest Experience Manager oversees front-of-house event management at Lincoln Center venues, ensuring a safe and enjoyable experience for guests. This role involves managing staff, collaborating with various teams, and upholding guest care standards.
Responsibilities
- Advance events and performances, coordinating guest experience and front-of-house details.
- Manage front-of-house activities for events in Lincoln Center venues.
- Address guest concerns and issues, focusing on guest care.
- Relay event information to appropriate staff in coordination with constituents or producers.
- Conduct pre-event walk-throughs to ensure venue readiness and report maintenance needs.
- Monitor guest queues and service quality at public touchpoints.
- Prepare post-event reports, staff payroll, and incident reports.
- Ensure staff have necessary event details for upcoming events.
- Oversee union and non-union staff, including pre-show briefings and policy enforcement.
- Coordinate appropriate staffing levels based on event needs.
- Motivate and uplift staff, focusing on guest service aspects.
- Address and resolve staff issues in real-time or report to management.
- Maintain knowledge of emergency evacuation plans, accessibility, and guest care.
- Assist with administrative tasks as required.
Requirements
- 2+ years of experience as a house manager in a theater or performance venue.
- Exemplary customer service and hospitality skills.
- Strong management skills with proven ability to train, supervise, and motivate staff.
- Ability to work in a fast-paced environment, handle multiple tasks, and demonstrate flexibility.
- Excellent written and verbal communication skills.
- High level of motivation, persistence, and patience.
- Must be available to work evenings, weekends, and holidays on a regular basis.
- Bachelor’s degree or equivalent combination of education and experience.
Skills
- Guest Experience Management
- Staff Management
- Event Coordination
- Customer Service
- Hospitality
- Communication Skills
- Problem-Solving
- Flexibility
- Attention to Detail
Location
- New York City
Work Type
- Onsite
- Flexible Schedule
- Evenings
- Weekends
- Holidays
Experience Level
- 2+ years of experience
Education Level
- Bachelor's degree or equivalent combination of education and experience
About the Company
- Lincoln Center for the Performing Arts, Inc. (LCPA) is a cultural and civic cornerstone of New York City.
- We believe the arts play an important role in our lives.
- We are the manager of the 16-acre Lincoln Center campus.
- We are one of eleven resident arts organizations.
- We are a leading Arts Presenter, curating numerous programs and performances.
- We are an Education Hub, having reached millions of students and educators.
- LCPA is a team of dreamers, collaborators, and entrepreneurs advocating for the transformative impact of artistic experiences.
- Our mission is to ensure the arts are for the many, not the privileged few, and are at the center of daily life.
Equal Opportunity
- Lincoln Center for the Performing Arts, Inc. ensures equal employment opportunity without discrimination or harassment on the basis of race, creed, color, national origin, sex, age, religion, disability, marital or civil partnership/union status, familial or caregiver status, alienage or citizenship status, sexual orientation, gender identity or expression, pregnancy, military or veteran status, genetic information, predisposition, or carrier status, unemployment status, domestic violence, sexual violence, or stalking victim status, or any other characteristic protected by federal, state, or local law.
- LCPA is committed to creating a dynamic work environment that values inclusion, respect and integrity, customer focus, and innovation.
- Reasonable accommodation is available for individuals requiring assistance with the application process.