What are the responsibilities and job description for the Performance Manager position at The Metropolitan Opera?
DESCRIPTION
Primary Responsibilities
- Resolves guest, staff, and operational issues in an equitable, professional, and courteous manner as well as helps design and implement effective training programs for front-of-house guest service team members, including customer service, accessibility, emergency preparedness, and workplace safety.
- Support the Met’s commitment to guest care by reinforcing high service standards, providing timely coaching, and focusing staff on key service priorities for each performance.
- Foster a positive, professional, inclusive, and service-oriented work environment for all guest service team members.
- Ensure that all public spaces are clean, free of obstructions and ready for guests with the high standards of the Metropolitan Opera house.
- Lead pre-show front-of-house briefings to ensure staff are informed about performance details, audience needs, accessibility considerations, special events, and operational updates.
- Troubleshoot and document event-day incidents, including guest concerns, client needs, staff matters, safety issues, and operational challenges.
- Address staff issues in real time when appropriate, escalate matters to management as needed, and follow up in a timely and effective manner.
- Prepare nightly post-event Performance Reports and document incidents accurately, thoroughly, and on schedule.
- Review and submit weekly front-of-house staff payrolls.
- Maintain current knowledge of emergency evacuation procedures, accessibility practices, guest care standards, and event operations as they relate to patrons and staff.
- Coordinate with NYPD, FDNY, Lincoln Center, and other partners during performance periods, as necessary.
Skills and Qualifications
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Three to five years of experience in a cultural, entertainment, hospitality, or sports venue, with demonstrated success managing public-facing teams and varying audiences.
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Demonstrated understanding of venue operations, guest safety practices, emergency procedures, and public-facing service standards.
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Knowledge of ADA requirements and accessibility best practices as they relate to guest services preferred.
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Comfort using mobile devices, digital ticketing tools, and guest service technology; ability to assist patrons with e-tickets and related digital access needs.
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Experience managing union staff or familiarity with collective bargaining agreements preferred.
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Excellent problem-solving, communication, and decision-making skills, with the ability to follow established reporting lines and escalate issues appropriately.
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Familiarity or experience using digital scheduling platforms to manage the hospitality teams schedules
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Ability to remain calm, professional, and effective under pressure.
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F-03 and F-04 certifications required.
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Preferred experience with Tessitura or a comparable ticketing/customer relationship management system, along with proficiency in the Microsoft Office suite.
Physical Demands
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Must be able to stand for the majority of the shift.
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Ability to work a flexible schedule, including nights, weekends, holidays, and split days off, in a high-volume world class live performance environment.
SALARY
$60,000.00 – $70,000.00 per year
- NON-UNION