Performance Manager

Job description

The Performance Manager is responsible for front-of-house operations for open rehearsals, performances, and events at the Metropolitan Opera House. This role ensures a safe, welcoming, and high-quality guest experience while solving ticketing concerns, guest needs, and operational issues in real time. The Performance Manager supervises full-time, part-time, union, and non-union front-of-house staff and partners with House Management to maintain consistently high service standards across every event as well as coach and motivate team members to deliver excellent guest service. ### 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.