Guest Experience Manager - The Metropolitan Opera

Department: House Management

Available: January 2022



Position Summary:

The Metropolitan Opera is a vibrant home for the most creative and talented singers, conductors, composers, musicians, stage directors, designers, visual artists, choreographers, and dancers from around the world.

The role of the Guest Experience Manger is a full-time position, based on the events scheduled in the opera house as well as preparatory work pre and post events. The Guest Experience Manager will have varying hours that will include daytime, evening, weekend, and holiday shifts.



Primary Responsibilities:

• Oversee the complete flow and organization of the Guest Experience Team

• Resolve all guests’ issues related to Covid-19 compliance

• Ensure that no guest enters The Metropolitan Opera that is not fully vaccinated

• Use SLING to create and manage the GER schedule

• Help hire and train all GER staff

• Process weekly payroll for GER staff

• Attend daily Performance Meeting with House Management staff to identify changes and new things for the GER team

• Oversee position rotation

• Identify and suggest disciplinary action for GER staff as needed

• Lead by exemplifying guest excellence characteristics in all interactions with patrons, guests, and fellow co-workers.

• Have knowledge of events or performances upon request, including directions to Box Office, ADA locations and directions to the ticket gate as well as other activities within the Opera House or attractions on the Lincoln Center campus.



Qualifications & Skill Requirements:

• Proven hospitality experience with an exceptional welcoming, confident and warm personality.

• Excellent positive interpersonal skills and clear communication at all times. Clear and expedient reporting of issues to House Management team.

• Create nightly report.

• Strong problem solving skills and a huge amount of patience.

• Data collection.

• Ability to multi-task, lead and problem solve in a fast-paced environment with thousands of guests at each performance.

• Flexible availability is a must, including being able to work during matinee, evening, and weekend performances

• Very adaptable and demonstrate leadership in willingness to quickly learn and implement new front of house procedures and technology, including updates to health and safety protocol, as necessary.

• Computer and technological ease of use and ability to demonstrate to guests how to download and use CLEAR

• Knowledge of Tessitura a plus



Physical Demands:

• The Metropolitan Opera is a performance venue that requires employees working in the building to be fully vaccinated. Due to the nature of this role, you must be fully vaccinated and receive a COVID-19 booster shot, if you are eligible by January 17, 2022 for a booster at the time your employment is scheduled to start.

• Regularly required to sit, talk, see, and hear

• Ability to stand for varying periods of time in an outdoor setting.

• Occasionally required to lift up to 15 pounds.

To Apply:

Please follow this link to submit your application materials:

https://hire.lever.co/jobs/internal/2eee2cd6-08c3-4a99-9887-071062ea1f5f



Internal candidates should please contact the Human Resources department directly to apply.



The Metropolitan Opera believes that diversity is critical to our success and growth as a leading performing arts institution and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Our goal is to be a diverse workforce that is representative, at all job levels, of the communities we serve.



The Metropolitan Opera is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and existing employees without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, citizenship status, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, or any protected category prohibited by local, state or federal laws.


Salary: 40,000