Performance Manager

The Metropolitan Opera•New York, NY

About The Position

The Performance Manager oversees front-of-house operations at the Metropolitan Opera House, providing a safe, welcoming experience and a high level of guest service. Working with Venue Operations, the role manages open rehearsals, performances, and ancillary events; supports guest comfort and safety; and resolves ticket-related issues. The manager leads full- and part-time union and non-union staff and is responsible for supervising building closure on performance evenings. The role includes coordinating staffing and event setup with front-of-house management teams, maintaining communication with the Chief Ushers Office and Payroll Office, and assisting with hiring, onboarding, training, and procedures for front-of-house employees. The Performance Manager also documents event issues, prepares nightly reports, reviews weekly payrolls, and maintains knowledge of emergency, accessibility, and guest-care procedures. This position requires a flexible schedule, including nights, weekends, and holidays, and the ability to stand for most of a shift. F-03 and F-04 certifications are required and must be obtained within the first 90 days of employment.

Requirements

Five to seven years of prior experience in a cultural, entertainment, or sports venue managing public-facing staff.
F-03 and F-04 certifications; certifications must be obtained within the first 90 days of employment.
Excellent problem-solving skills.
Ability to work well under pressure, collaborate, and follow the department's chain of command.
Ability to stand for the majority of a shift.
Ability to work a flexible schedule, including nights, weekends, and holidays, with split days off in a 24/7 environment.

Nice To Haves

Knowledge of ADA compliance as it relates to guest services.
Experience managing union staff or familiarity with Collective Bargaining Agreements.
Knowledge of Tessitura.
Familiarity with several generations of iPhones and Android devices, and ability to learn and gently assist patrons with Met e-tickets and Clear and Excelsior passes.

Responsibilities

Manage front-of-house performance staff during public events and performances, motivating them to provide excellent customer service.
Resolve performance-related guest issues, including seating and ticket problems, accessibility needs, illness, late arrival, locked-out guests, broken titles, and non-functioning seats, in an equitable, professional, and courteous manner.
Help design and implement twice-yearly training programs for front-of-house guest-service team members, covering customer service, accessibility, and health and safety.
Promote guest care by motivating staff and focusing on specific aspects of service each night.
Foster a positive, friendly, and motivational work environment for guest-service team members.
Ensure public spaces are clean, unobstructed, and ready for guests.
Lead pre-show front-of-house briefings so staff are informed about pre-performance, performance, post-performance, and special-event details.
Troubleshoot and document event-day incidents and problems affecting clients, guests, staff, or operations.
Address staff issues in real time where possible, report matters to management as needed, and follow up promptly and effectively.
Prepare a nightly post-event Performance Report and report incidents in detail and on time.
Review and submit weekly front-of-house staff payrolls.
Maintain proficiency in emergency evacuation plans, accessibility, and guest-care procedures for performances and events.
Interface with NYPD, FDNY, and Lincoln Center during performance periods as necessary.
Coordinate with front-of-house management teams to ensure appropriate event and performance staffing and setup.
Coordinate with the Chief Ushers Office and Payroll Office to maintain accurate staff status and attendance.
Assist with hiring, training, and onboarding new front-of-house employees in performance-related procedures.
Assist with updating standard operating procedures for front-of-house house-management tasks, including opening, closing, and performance-season procedures.
Supervise building closure on performance evenings.