Performance Manager

Department: House Management

Available: July 2021

Position Summary

The Performance Manager is responsible for the front of house management of open rehearsals, performances, and events at the Metropolitan Opera House, ensuring guest comfort and safety in the house and resolving ticket issues.  This includes managing both full and part-time staff of union and non-union employees.  The Performance Manager will work with House Management to ensure that the highest level of guest service is provided to attendees, ensuring that all guests enjoy a safe and welcoming experience every time they visit the Opera House.

Primary Responsibilities

  • Manage front-of-house performance staff  (Ushers, Ticket Takers, Guest Services Reps, Attendants, Safetypersons, 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 issues in an equitable, professional, and courteous manner.
  • Help to design and implement effective 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.
  • Hold pre-show FOH staff briefing sessions ensuring all FOH staff are well informed of performance and any special event details.
  • 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.
  • Prepare 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.

Qualifications & Skill Requirements:

  • 3-5 years prior experience in a cultural, entertainment, or sports venue, managing public-facing staff.
  • Current understanding and continued monitoring and implementation of CDC and public health guidelines with respect to performance venues in cooperation with the Met’s Safety Director.
  • 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.
  • Knowledge of Tessitura preferred.
  • You must be fully vaccinated against Covid-19 to be considered for an offer of employment. The Met Opera will be a fully vaccinated house.

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.

To Apply:

Please follow this link to submit your application materials: https://form.jotform.com/200134406236139

Internal candidates should please contact the Human Resources department directly to apply.

The Metropolitan Opera believes that diversity is critical to our success and growth as a leading performing arts institution and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Our goal is to be a diverse workforce that is representative, at all job levels, of the communities we serve.

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.