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.