Guest Experience Manager

Position: Guest Experience Manager

Department: Performance and Campus Operations

Role Overview:

The Guest Experience Manager is responsible for leading Guest Services training sessions for all public facing staff at Lincoln Center for the Performing Arts (LCPA). Reporting to the Associate Director, Guest Experience, the Manager provides direct support in the management of the Guest Services training program, providing training to staff to ensure that guest experience is consistent across all Lincoln Center venues, both for public-facing and administrative staff. Additionally, the Manager will collaborate with constituent organizations to ensure there is consistent training and guest experience across campus.

The Manager will also work closely with the entirety of the Guest Experience department, performing administrative duties, including but not limited to, scheduling staff training, evaluating and coaching various team members, and interacting with the public at select on and offsite performances and events. They will be regularly assigned project-based work furthering the strategic advancement of the department. This role will also assist with the reimplementation and management of the Lincoln Center Tour program, coinciding with the reopening of David Geffen Hall.

What you’ll get to do here:

Lead Staff Trainings Campus-Wide

• Lead Guest Services training program sessions for all public facing staff, and for constituents’ public facing staff, to ensure guest experience is consistent across campus, collaborating with Accessibility and DEI teams to support trainings
• Collaborate with the People Team to support the training of LCPA administrative staff
• Play a pivotal role in the reopening of David Geffen Hall in Fall 2022, leading training sessions acquainting staff to the newly renovated facility
• Help prepare, update, and disseminate Guest Services training materials
• Upon reimplementation of the Lincoln Center Tour program, manage and train tour guides and assist with tour materials and structure

Guest Experience Departmental Support

• Assist with recruiting, onboarding, and training of additional Guest Experience staff members
• Help maintain general Guest Services email inbox and help craft/review appropriate institutional responses
• Identify trends in guest behavior and offer solutions to continually improve the guest experience
• Work closely with colleagues to craft and lead training sessions for a shifting landscape of programming offerings
• Provide departmental administrative support

You’ll be a fit if you bring:

• 4 years of related customer service and hospitality experience; arts-related preferable
• A proven ability to train, supervise, evaluate, and motivate staff
• Highly motivated team player that believes in fostering the collective strength of the group
• Must be available to work evenings, weekends, and holidays, as necessary and on a regular basis
• Excellent written and verbal communication skills
• Adept at and thrives at handling a variety of detailed tasks simultaneously in a fast-paced environment
• Extremely detail oriented, with excellent organizational/follow-up skills
• Flexible and adaptable
• Computer proficiency including Microsoft Word, Power Point, Excel, etc.

You’ll be a great fit if you bring:

• Multilingual
• Knowledge of ticketing software (Tessitura)
• Tourism industry experience

What is Lincoln Center for the Performing Arts?

Lincoln Center for the Performing Arts (LCPA) is the world’s leading performing arts center in the heart of New York City. In these times of heightened anxiety and vigilance, we are holding on to the important role the arts play 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:

1. The manager of the Lincoln Center Campus.

• We are part of 16 acres of activity and one of eleven amazing resident organizations

2. A leading Arts Presenter.

• We curate a number of series showcasing music, dance, and theater

3. An Education Hub.

• We have reached 20 million students, educators, principals, and community members

Who are our people?

Lincoln Center is a diverse 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."

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

What’s the news?

https://www.lincolncenter.org/lincoln-center-at-home/series/restart-stages

Who is our President and CEO?

Henry Timms is the co-founder of #GivingTuesday and the co-author of New Power.

Join us!

It is the policy of Lincoln Center 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.