Front-of-House Experience Manager

Met Opera; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Metropolitan Opera seeks a Performance Manager to lead front-of-house operations, ensuring safe, welcoming guest experiences. You will supervise public-facing staff, coordinate performances, and resolve ticket issues with a focus on service quality.

The role requires managing both union and non-union teams, training staff on accessibility, and maintaining a high standard of guest care across venues and events.

Qualifications

• 5–7 years of experience managing public-facing staff in cultural, entertainment, or sports venues.
• Knowledge of ADA compliance as relates to guest services is a plus.
• Experience with union staff or familiarity with CBAs is preferred.
• Must have excellent problem-solving skills and work well under pressure.
• Knowledge of Tessitura is preferred.

Responsibilities

• Manage front-of-house performance staff during public events and performances and motivate them to provide excellent customer service to all attendees.
• Handle all performance-related issues in a professional and courteous manner, including seating, ticket concerns, and ADA accommodations.
• Design and implement bi-annual training programs for front-of-house staff, covering customer service, accessibility, and health and safety.
• Lead pre-show FOH briefings to ensure all staff are informed of event details and changes.
• Foster a positive, friendly, and motivational work environment for guest service teams.
• Ensure public spaces are clean and accessible, ready for guest arrival.
• Coordinate staffing and setup with FOH management teams for events and performances.
• Assist with hiring, training, and onboarding of new FOH staff and update SOPs as needed.

Skills

Staff management

Customer service leadership

ADA knowledge

Tech-savviness

Union staff experience

Problem solving

Stress resilience

Tools

Tessitura

Job description

Metropolitan Opera seeks a Performance Manager to lead front-of-house operations, ensuring safe, welcoming guest experiences. You will supervise public-facing staff, coordinate performances, and resolve ticket issues with a focus on service quality.

The role requires managing both union and non-union teams, training staff on accessibility, and maintaining a high standard of guest care across venues and events.