Guest Experience Manager

Lincoln Center•New York, NY

40d•Onsite

About The Position

The Guest Experience Manager is responsible for the front-of-house management of events at all Lincoln Center-managed venues, including Alice Tully Hall, David Geffen Hall, Clark Studio, Kaplan Penthouse, David Rubenstein Atrium and the Public Areas. This includes managing a part-time staff of union and non-union employees, including Guest Experience Representatives and ushers, and collaborating with security, event production and operations teams to ensure guests have a safe and enjoyable experience while at Lincoln Center. Reporting to the Director, the Guest Experience Manager will work closely with the entire Guest Experience team to ensure our guest care standards are carried over to audience and front-of-house staff, both in staff preparation and audience communications on site. What you'll get to do here: Event Management Advance events and performances, coordinating with constituents and rental clients to ascertain all information related to guest experience and front of house, and ensuring security, porters and guest experience staff are appropriately scheduled Manage front of house activities for events and performances taking place in Lincoln Center managed venues, including concert halls and outdoor public areas, acting as sole representative for Lincoln Center to manage on-site guest communications, ticketing, entry and exit, ensuring a smooth and safe experience for all Address all guest concerns or issues, with a focus on guest care, coordinating with appropriate staff as needed to resolve Work with the presenting constituent or rental producer to ensure the latest program information, timings and any other pertinent event details are relayed to appropriate staff Conduct pre-event walk-throughs to ensure all setups are complete, performance spaces are presentable and request any general maintenance as required Monitor guest queues and quality of service at all public touchpoints, including box office, concessions and coat check Prepare and confirm post-event Performance Reports, staff payroll and any incident reports with close attention to accuracy and detail, utilizing various payroll and scheduling systems Ensure appropriate staff have required event details to prepare for the next day's event Staff Management Oversee a union and non-union staff of 100+, including Guest Experience Reps, ushers, ticket takers, and utility staff, creating and conducting pre-show briefings, delegating posts and ensuring all are upholding LCPA policies and procedures as outlined per event Work with fellow Guest Experience staff to ensure appropriate staffing is requested and confirmed based on event needs, effectively communicating changes as needed Take an active role in upholding our commitment to guest care, based on current guest service trainings, by continually motivating and uplifting staff, focusing on specific aspects of service each night 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 Maintain proficiency and knowledge of emergency evacuation plans, accessibility, and guest care as they relate to events, patrons and staff Assist with other administrative tasks as required

Requirements

2+ years of experience as a house manager in a theater or performance venue.
Exemplary customer service and hospitality skills combined with the motivation and interest to act as a role model to staff
Strong management skills with a proven ability to train, supervise, and motivate staff
Ability to work in a fast-paced environment, handle multiple tasks at once, and demonstrate flexibility in light of shifting demands & priorities
Excellent written and verbal communication skills
High level of motivation, persistence and patience in working with various groups of people
Must be available to work evenings, weekends and holidays as necessary and on a regular basis
Bachelor's degree or equivalent combination of education and experience

Responsibilities

Advance events and performances, coordinating with constituents and rental clients to ascertain all information related to guest experience and front of house, and ensuring security, porters and guest experience staff are appropriately scheduled
Manage front of house activities for events and performances taking place in Lincoln Center managed venues, including concert halls and outdoor public areas, acting as sole representative for Lincoln Center to manage on-site guest communications, ticketing, entry and exit, ensuring a smooth and safe experience for all
Address all guest concerns or issues, with a focus on guest care, coordinating with appropriate staff as needed to resolve
Work with the presenting constituent or rental producer to ensure the latest program information, timings and any other pertinent event details are relayed to appropriate staff
Conduct pre-event walk-throughs to ensure all setups are complete, performance spaces are presentable and request any general maintenance as required
Monitor guest queues and quality of service at all public touchpoints, including box office, concessions and coat check
Prepare and confirm post-event Performance Reports, staff payroll and any incident reports with close attention to accuracy and detail, utilizing various payroll and scheduling systems
Ensure appropriate staff have required event details to prepare for the next day's event
Oversee a union and non-union staff of 100+, including Guest Experience Reps, ushers, ticket takers, and utility staff, creating and conducting pre-show briefings, delegating posts and ensuring all are upholding LCPA policies and procedures as outlined per event
Work with fellow Guest Experience staff to ensure appropriate staffing is requested and confirmed based on event needs, effectively communicating changes as needed
Take an active role in upholding our commitment to guest care, based on current guest service trainings, by continually motivating and uplifting staff, focusing on specific aspects of service each night
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
Maintain proficiency and knowledge of emergency evacuation plans, accessibility, and guest care as they relate to events, patrons and staff
Assist with other administrative tasks as required