POSITION

Performance and Guest Services Manager

DEPARTMENT

Concert Halls

OVERVIEW

Lincoln Center for the Performing Arts (LCPA) serves three primary roles: it is the world’s leading presenter of superb artistic programming, is a national leader in arts education and community relations, and functions as the manager of the Lincoln Center campus. LCPA presents over 350 performances annually throughout our different performance series including American Songbook, Great Performers, Live from Lincoln Center, Lincoln Center Festival, Mostly Mozart Festival, Midsummer Night Swing, Lincoln Center Out of Doors and White Light Festival.

In addition, LCPA supports an array of programs for Lincoln Center Education including its community and family programming. Further, LCPA supports initiatives related to events at the David Rubenstein Atrium, LC Kids, as well as numerous key institutional initiatives and projects.

The Performance & Guest Services Manager is responsible for the Front of House (FOH) management of events in David Geffen Hall, Alice Tully Hall, Stanley Kaplan Penthouse, David Rubinstein Atrium and Damrosch Park, including off campus venues, as well as daily tasks and management concerning Guest Services and the LCPA volunteer program.

PRIMARY RESPONSIBILITIES

Front of House:

- Manage FOH activities for events and performances taking place in the venues listed above, as well as other outdoor events on Lincoln Center’s campus, when necessary.
- Coordinate with the presenter and Production to ensure that houses open and programs start on time, late seating is on schedule and intermissions stay within allotted time frames.
- Manage an event staff of 60+, including ushers, ticket takers, matrons and porters and FOH Representatives.
- Regularly attend meeting /walk throughs with potential rental clients and constituents, gathering and communicating all pertinent FOH information for event, keeping client/constituent informed of all policies and procedures to ensure smooth, safe events from beginning to end for both staff and guests.
- Work closely with Production, Sales, Security and Catering departments to advance Lincoln Center produced concerts and outside licensee events from preparation to execution, maintaining client/constituent satisfaction throughout.
- Communicate daily house repairs, safety concerns, heating and cooling issues to appropriate departments.
- Prepare nightly performance report for every event managed, ensuring report encompasses all pertinent details to convey to colleagues.
- Handle other administrative and performance related duties as directed, including but not limited to processing payrolls and completing staff schedules.

Guest Services:

- Assist with organization of various staff trainings and meetings, including LCPA’s Guest Care Excellence Initiative, volunteer and usher staff orientations and meetings.
- Field and resolve patron questions and complaints that are communicated via phone or email to Guest Services, working closely with Marketing, CenterCharge and the box office to resolve and troubleshoot.
- Work with Guest Services staff to co-manage the volunteer program, including inputting and posting monthly shifts, sending reminder emails, maintaining communication for shift updates or changes, and overseeing ticket lottery and appreciation initiatives.
- Maintain the volunteer inbox, responding to e-mails in a timely and thorough manner.
- Manage the Guest Services Reps, creating & distributing weekly schedules and communication on campus events, Atrium closures, and other pertinent information; complete weekly payroll and ensure Reps have all information and supplies they need to adequately service the public at the Atrium Information Desk.
- Create FOH and Ambassador briefings for performances, to be distributed to all staff and volunteers working events, both on and off campus. Ensure briefings are up to date and accurate with all accurate venue information.
- Handle other administrative duties as needed.

QUALIFICATIONS

• A minimum of 4 years of experience as a house manager or visitor/audience services manager in a theater or performance venue.
• Exemplary customer service and hospitality skills combined with the motivation and interest to act as a role model to staff.
• Strong management, organizational and financial skills.
• Demonstrated ability to act as a diplomatic leader.
• Ability to juggle multiple requests and tasks in an extremely hectic environment.
• Excellent written and verbal communication skills.
• Computer literacy including Microsoft Office and scheduling databases.
• High level of motivation, persistence and patience in working with diverse groups of people.
• Interest in and knowledge of classical music is a plus.
• Background or familiarity in Accessibility is a plus.
• Bachelor’s degree or equivalent combination of education and experience.

SUBMISSION PROCEDURE

Please submit a resume and cover letter (with salary requirements and outlining your interest in Lincoln Center) to the [email protected] inbox.Submissions without cover letters will not be reviewed.

Please list: Performance and Guest Services Manager in the subject line.

Internal Candidates should contact a member of the Human Resources Department directly.

Lincoln Center for the Performing Arts is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. LCPA is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.