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About the Role
The Performance Manager oversees front-of-house operations at the Metropolitan Opera House, ensuring a safe, welcoming experience and exceptional guest service. This role involves managing staff, guest comfort, safety, and resolving ticket issues during rehearsals, performances, and events.
Responsibilities
- Manage front-of-house performance staff during public events and performances, motivating them to provide excellent customer service.
- Handle all performance-related issues, including seating, ticket problems, and guest concerns, in an equitable, professional, and courteous manner.
- Design and implement bi-annual training programs for front-of-house guest service team members covering customer service, accessibility, and health and safety.
- Uphold guest care standards by continually motivating staff and focusing on specific service aspects.
- Foster a positive, friendly, and motivational work environment for guest service team members.
- Ensure all public spaces are clean, free of obstructions, and maintained to high standards.
- Hold pre-show FOH staff briefing sessions to inform staff of event details.
- Troubleshoot and document event day incidents, problems, and operating issues.
- Address staff issues in real-time or report to management as needed, following up effectively.
- Prepare nightly Performance Reports post-event and report incidents promptly.
- Review and submit weekly Front of House staff payrolls.
- Maintain proficiency in emergency evacuation plans, accessibility, and guest care related to performances and events.
- Interface with NYPD, FDNY, and Lincoln Center during performance periods.
- Coordinate with FOH Management teams for appropriate staffing and setup for events and performances.
- Coordinate with Chief Ushers Office and Payroll Office to maintain accurate staff status and attendance.
- Assist with hiring, training, and onboarding new FOH employees in performance-related duties.
- Assist with updating SOP for FOH House Management tasks throughout the performance season.
Requirements
- A minimum of five to seven years prior experience in a cultural, entertainment, or sports venue, managing public-facing staff.
- F-03 and F-04 certifications required (must be obtained in the first 90 days of employment).
- Knowledge of ADA compliance as it relates to guest services is a plus.
- Knowledge of various smartphone generations (iPhone, Android) and ability to assist patrons with Met e-tickets and passes.
- Experience managing union staff preferred or familiarity with Collective Bargaining Agreements.
- Excellent problem-solving skills.
- Ability to work well under pressure, collaborate, and follow the chain of command.
- Knowledge of Tessitura preferred.
- Must be able to stand for the majority of the shift.
- Ability to work a flexible schedule including nights, split days off, weekends, and holidays in a 24x7 environment.
- Responsible for supervising the closure of the building on performance evenings.
Skills
- Guest service
- Staff management
- Problem-solving
- Communication
- Training development
- Event coordination
- Conflict resolution
- Customer service
- Accessibility knowledge
- Health and safety protocols
- Union staff management
- Tessitura
- iPhone usage
- Android usage
- E-ticketing assistance
- Clear pass assistance
- Excelsior pass assistance
Location
- Metropolitan Opera House
Work Type
- Full-time
- Flexible schedule
- Nights
- Weekends
- Holidays
Experience Level
- 5-7 years
Education Level
- F-03 certification
- F-04 certification
About the Company
- The Metropolitan Opera is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and existing employees.
Equal Opportunity
- The Metropolitan Opera is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and existing employees without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, citizenship status, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, or any protected category prohibited by local, state or federal laws.