Front-of-House Performance Lead — Guest Experience

The Metropolitan Opera; New York (NY); On-site; USD 60,000 - 70,000; Full time

Job summary

The Metropolitan Opera is seeking a Performance Manager to lead front-of-house operations for open rehearsals, performances, and events. You will supervise staff, coach teams, and partner with House Management to uphold exceptional guest experiences and resolve issues in real time.

Key duties include training program design, pre-show briefings, incident documentation, and payroll review. The role requires ADA/accessibility knowledge, certification, and comfort with digital ticketing tools at a

Qualifications

• Three to five years leading public-facing teams in cultural/venue setting.
• Strong knowledge of venue operations, guest safety, and emergency procedures.
• Experience with ADA accessibility and digital ticketing tools.
• F-03 and F-04 certifications required; Tessitura experience preferred.

Responsibilities

• Resolves guest, staff, and operational issues professionally and helps design training for front-of-house staff.
• Reinforces high service standards with timely coaching and focus on key priorities.
• Fosters a positive, inclusive, service-oriented work environment for all staff.
• Ensures public spaces are clean, safe, and ready for guests to the Met’s standards.
• Leads pre-show front-of-house briefings with performance details and accessibility considerations.
• Troubleshoots and documents event-day incidents and operational challenges.
• Addresses staff issues in real time and follows up as needed.
• Prepares nightly post-event Performance Reports and documents incidents accurately.
• Reviews and submits weekly front-of-house payrolls.
• Maintains knowledge of evacuation procedures, accessibility, guest care, and event operations.
• Coordinates with NYPD, FDNY, Lincoln Center, and partners during performances.

Skills

Public-facing team mgmt

Venue operations

Guest safety

ADA accessibility

Digital ticketing tools

Union staff management

Digital scheduling platforms

Calm under pressure

F-03/F-04 certifications

Tessitura

Microsoft Office

Tools

Tessitura

Microsoft Office

Job description

The Metropolitan Opera is seeking a Performance Manager to lead front-of-house operations for open rehearsals, performances, and events. You will supervise staff, coach teams, and partner with House Management to uphold exceptional guest experiences and resolve issues in real time.

Key duties include training program design, pre-show briefings, incident documentation, and payroll review. The role requires ADA/accessibility knowledge, certification, and comfort with digital ticketing tools at a