Front-of-House Performance & Guest Experience Lead

The-Metropolitan-Opera; New York (NY); In loco; USD 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

The Metropolitan Opera is seeking a Performance Manager to oversee front-of-house operations at the Metropolitan Opera House, ensuring a safe, welcoming experience and the highest level of guest service at every visit. You will work with Venue Operations to manage rehearsals, performances and events, and supervise full- and part-time staff including union and non-union employees.

You will design bi-annual training programs, uphold guest care standards, coordinate with emergency services, and

Competenze

• Minimum of five to seven years of experience managing public-facing staff in cultural, entertainment, or sports venues.
• F-03 and F-04 certifications required; to be obtained within 90 days of employment.
• Knowledge of ADA compliance as relates to guest services is a plus.
• Experience using Met e-tickets and Clear/Excelsior passes; ability to assist patrons with mobile tickets.
• Experience managing union staff preferred or familiarity with collective bargaining agreements.
• Strong problem-solving skills and ability to work under pressure.
• Collaborative approach and ability to follow the department chain of command.
• Familiarity with Tessitura is preferred.

Mansioni

• Oversee front-of-house performance staff during public events and motivate the team to deliver exceptional service.
• Handle performance-related issues with equity, professionalism, and courtesy.
• Design and implement bi-annual training programs for front-of-house guest service teams.
• Uphold guest care commitments and motivate staff nightly based on service priorities.
• Foster a positive, friendly, and energetic work environment for guest services staff.
• Ensure public spaces are clean and ready for guests at all times.
• Lead pre-show FOH briefings to brief staff on show details and special events.
• Troubleshoot and document on-site incidents affecting guests or staff; escalate as needed.
• Address staff issues promptly and follow up with management.
• Prepare nightly performance reports and submit incidents promptly.
• Review weekly FOH staff payrolls for accuracy.
• Maintain knowledge of emergency evacuation plans and accessibility considerations.
• Coordinate with NYPD, FDNY, and Lincoln Center as needed.
• Coordinate staffing and setup with FOH management teams.
• Assist with hiring, training, and onboarding of new FOH staff.
• Assist with updating SOPs for FOH house management tasks.

Conoscenze

Staff management

Guest service excellence

Problem solving

Team collaboration

Crisis handling

Strumenti

Tessitura

Ticketing systems

Descrizione del lavoro

The Metropolitan Opera is seeking a Performance Manager to oversee front-of-house operations at the Metropolitan Opera House, ensuring a safe, welcoming experience and the highest level of guest service at every visit. You will work with Venue Operations to manage rehearsals, performances and events, and supervise full- and part-time staff including union and non-union employees.

You will design bi-annual training programs, uphold guest care standards, coordinate with emergency services, and