Performance Manager

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

Three to five years of experience in a cultural, entertainment, hospitality, or sports venue, with demonstrated success managing public-facing teams and varying audiences. 

Demonstrated understanding of venue operations, guest safety practices, emergency procedures, and public-facing service standards. 

Knowledge of ADA requirements and accessibility best practices as they relate to guest services preferred. 

Comfort using mobile devices, digital ticketing tools, and guest service technology; ability to assist patrons with e-tickets and related digital access needs. 

Experience managing union staff or familiarity with collective bargaining agreements preferred. 

Excellent problem-solving, communication, and decision-making skills, with the ability to follow established reporting lines and escalate issues appropriately. 

Familiarity or experience using digital scheduling platforms to manage the hospitality teams schedules  

Ability to remain calm, professional, and effective under pressure. 

F-03 and F-04 certifications required.  

Preferred experience with Tessitura or a comparable ticketing/customer relationship management system, along with proficiency in the Microsoft Office suite. 

Physical Demands

• Must be able to stand for the majority of the shift. 

• Ability to work a flexible schedule, including nights, weekends, holidays, and split days off, in a high-volume world class live performance environment.