Performance Manager

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

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Staff management

Guest service excellence

Problem solving

Team collaboration

Crisis handling

Tools

Tessitura

Ticketing systems

Job description

The Performance Manager oversees front-of-house operations at the Metropolitan Opera House to provide a safe, welcoming experience and the highest level of guest service at every visit. Working with Venue Operations, the Performance Manager manages open rehearsals, performances, and ancillary events; ensures guest comfort and safety in the house; and resolves ticket issues. The role also manages full- and part-time staff, including union and non-union employees.

Primary Responsibilities

• Manage front-of-house performance staff (Ushers, Ticket Takers, Guest Services Reps, Attendants, Safety persons, Security, Cleaners, Switchboard, Coatcheck, Engineers and Medical Services) during public events and performances and motivate them to provide excellent customer service to all attendees.
• Handle all performance related issues from double seating, fraudulent tickets, unhappy to enraged guests, sick guests, late guests, last minute guests with ADA accommodation needs, guests who get locked out of a performance, guests with broken titles, non-functioning seats, etc. in an equitable, professional, and courteous manner.
• Help to design and implement effective bi-annual training programs for front of house guest service team members including customer service, accessibility, and health and safety.
• Take an active role in upholding our commitment to guest care, based on current guest service trainings, by continually motivating staff, focusing on specific aspects of service each night.
• Foster a positive, friendly, and motivational work environment for our guest service team members.
• Ensure that all public spaces are clean, free of obstructions and ready for guests with the high standards Met guests expect.
• Hold pre-show FOH staff briefing sessions ensuring all FOH staff are well informed of pre-performance, performance, post performance and any special event details occurring in one or multiple smaller spaces.
• Troubleshoot and document any event day incidents and/or problems including those affecting clients, guests, and staff or operating issues.
• Address any staff issues, resolving to the best of your ability in real time, or reporting to management as needed and following up in a timely and effective manner.
• Prepare nightly Performance Report post-event and report any incidents in a detailed and timely manner.
• Review and submit weekly Front of House staff payrolls.
• Maintain proficiency and knowledge of emergency evacuation plans, accessibility, and guest care as they relate to performances and events for both patrons and staff.
• Interface with NYPD, FDNY and Lincoln Center during performance periods, as necessary.
• Coordinate with all FOH Management teams to ensure 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 the hiring, training and onboarding of new FOH employees in night of procedures essential to performance related duties
• Assist with the update of SOP for FOH House Management tasks necessary for the opening, closing, throughout and post-performance season

Skills and Qualifications

• 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 relates to guest services a plus.
• Knowledge of several generations of iPhones, Androids, and ability to learn and gently assist patrons in using Met e-tickets and the Clear and Excelsior passes.
• Experience managing union staff preferred or familiarity with Collective Bargaining Agreements.
• Must have excellent problem-solving skills.
• Must work well under pressure, collaborative and follow the chain of command in the department.
• Knowledge of Tessitura preferred.

Physical Demands

• Must be able to stand for the majority of the shift.
• Ability to work a flexible schedule including nights, have split days off, work weekends and holidays in a 24 X 7 environment. This position is responsible for supervising the closure of the building on performance evenings.

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.