Guest Experience Manager

Position: Guest Experience Manager

Department: Guest Experience

Role Overview: 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

You’ll be a fit if you bring:

• 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

What is Lincoln Center for the Performing Arts?

Lincoln Center for the Performing Arts, Inc. (LCPA) is a cultural and civic cornerstone of New York City. We believe the arts play an important role in our lives: they nourish our hearts and minds, teach us valuable lessons and critical skills, and help us create community. We are resolved not to lose sight of what connects us, and we hope you will consider joining our talented, diverse team.

We are:

• The manager of the 16-acre Lincoln Center campus
• We are one of eleven amazing resident arts organizations
• A leading Arts Presenter.
• We curate numerous programs and performances, showcasing music, dance, and more
• An Education Hub.
• We have reached 20 million students, educators, principals, and community members

Who are our people?

LCPA is a team of dreamers, collaborators, and entrepreneurs who use unique platforms in the heart of New York City and beyond to advocate for the transformative impact of artistic experiences.

Lincoln Center People imagine and create in concert with this mission by founding President John D. Rockefeller III - "The arts are not for the privileged few, but for the many. Their place is not on the periphery of daily life, but at its center."

We welcome applicants from all sectors who agilely solve problems, show up as they are, and can't stop innovating.

What’s the news?

Recent and Upcoming Programming

• Lincoln Center Reveals 25/26 Season Featuring Jeanine Tesori as Visionary Artist
• Kyle Abraham's 20 Years of Urgency at Lincoln Center Rose Theatre

Campus Happenings

• Lincoln Center Gets $50 Million Gift to Promote Contemporary Dance
• The new JFK terminal will show iconic artworks from MoMA, the Met and Lincoln Center

Legacies of San Juan Hill

• WNYC: Lincoln Center Celebrates 'Legacies of San Juan Hill
• Lincoln Center Launches San Juan Hill Project Digital Hub To Remember the Lost Urban Neighborhood

Who is our President and CEO?

Dr. Mariko Silver

Join us!

It is the policy of Lincoln Center for the Performing Arts, Inc., to ensure equal employment opportunity without discrimination or harassment on the basis of race, creed, color, national origin, sex, age, religion, disability, marital or civil partnership/union status, familial or caregiver status, alienage or citizenship status, sexual orientation, gender identity or expression, pregnancy, military or veteran status, genetic information, predisposition, or carrier status, unemployment status, domestic violence, sexual violence, or stalking victim status, or any other characteristic protected by federal, state, or local law. LCPA is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

If you require reasonable accommodation in locating open positions, completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Abigail Worsnip at (212) 875–5324.