FOH Performance & Guest Experience Lead

Playbill, Inc.; New York (NY); Presencial; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

The Metropolitan Opera in New York City seeks a Performance Manager to lead front-of-house operations, ensuring a safe, welcoming guest experience at every performance. You will manage open rehearsals, performances, and events, while supervising both union and non‑union staff and coordinating with venue operations.

Responsibilities include resolving ticketing issues, designing FOH training programs, and maintaining high service standards across all public spaces.

Formación

• Minimum five to seven years managing front‑of‑house staff at a cultural, entertainment, or sports venue.
• F‑03 and F‑04 certifications required; must be obtained within 90 days of employment.
• Knowledge of ADA compliance as relates to guest services is a plus.
• Familiarity with Met e-tickets, Clear and Excelsior passes is advantageous.
• Experience managing union staff preferred or familiarity with Collective Bargaining Agreements.

Responsabilidades

• Oversee front-of-house operations during public events to ensure safe, welcoming guest experiences.
• Resolve ticketing and seating issues in an equitable, professional manner.
• Design and implement bi-annual front‑of‑house training for guest services, accessibility, and safety.
• Coordinate staffing and briefing for pre-show and performance periods across FOH teams.
• Maintain SOPs and assist with onboarding and payroll processes for FOH staff.

Conocimientos

Staff management

Customer service

Conflict resolution

Attention to detail

ADA compliance knowledge

Operational leadership

Union staff experience

Herramientas

Tessitura

Descripción del empleo

The Metropolitan Opera in New York City seeks a Performance Manager to lead front-of-house operations, ensuring a safe, welcoming guest experience at every performance. You will manage open rehearsals, performances, and events, while supervising both union and non‑union staff and coordinating with venue operations.

Responsibilities include resolving ticketing issues, designing FOH training programs, and maintaining high service standards across all public spaces.