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Guest Experience Manager

1 month ago

New York, New York, United States Lincoln Center for the Performing Arts Full time
Job Title: Guest Experience Manager

Lincoln Center for the Performing Arts (LCPA) is seeking a highly skilled Guest Experience Manager to join our team. As a key member of our Guest Experience team, you will be responsible for ensuring that our guests have a safe and enjoyable experience at all Lincoln Center-managed venues.

Key Responsibilities:
  • Manage front-of-house activities for events and performances, including concert halls and outdoor public areas.
  • Coordinate with security, event production, and operations teams to ensure a smooth and safe experience for all guests.
  • Address guest concerns or issues, focusing on guest care and coordinating with appropriate staff as needed to resolve.
  • Work with presenting constituents or rental producers to ensure the latest program information, timings, and event details are relayed to staff.
  • Conduct pre-event walk-throughs to ensure all setups are complete, performance spaces are presentable, and request any general maintenance as required.
  • Monitor guest queues and quality of service at all public touchpoints, including box office, concessions, and coat check.
  • Prepare and confirm post-event Performance Reports, staff payroll, and incident reports with close attention to accuracy and detail.
Requirements:
  • 2+ years of experience as a house 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 skills with a proven ability to train, supervise, and motivate staff.
  • Ability to work in a fast-paced environment, handle multiple tasks at once, and demonstrate flexibility in light of shifting demands and priorities.
  • Excellent written and verbal communication skills.
  • High level of motivation, persistence, and patience in working with various groups of people.
  • Must be available to work evenings, weekends, and holidays as necessary and on a regular basis.
  • Bachelor's degree or equivalent combination of education and experience.

Lincoln Center for the Performing Arts is an equal opportunity employer and welcomes applicants from all sectors who are agile problem solvers, show up as they are, and can't stop innovating.