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Position: House Manager
Department: Guest Experience (Performance and Campus Operations)

Role Overview: The House Manager is responsible for the front of house management of New York Philharmonic (NYP) events at David Geffen Hall and serves as the conduit between the two organizations for all performance-related matters. In addition, they will support a larger House Management team overseeing all Lincoln Center managed venues, including David Geffen Hall, Alice Tully Hall, the David Rubenstein Atrium, Public Areas and various smaller venues. This includes managing a part-time staff of union and non-union employees, including Guest Experience Representatives and ushers, and collaborating with security, event production and operations teams to ensure guests have a safe and enjoyable experience while at Lincoln Center. Reporting to the Director, Guest Experience, the House Manager will work closely with the entire Guest Experience team to ensure our guest care standards are carried over to audience and front of house staff, both in staff preparation and audience communications on site.

What you'll get to do here:

Event Management

• Manage all New York Philharmonic events presented in David Geffen Hall, acting as sole representative for Lincoln Center, and coordinating with NYP Customer Relations, artistic and operational personnel, to manage on site guest communications, ticketing, entry and exit, ensuring a smooth and safe experience for all
• Maintain consistent communications with the NYP throughout their season to ascertain all information related to guest experience and ensuring security, porters and guest experience staff are appropriately scheduled
• Address all guest concerns or issues, with a focus on guest care, coordinating with appropriate staff as needed to resolve
• 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 distribute post-event Performance Reports, staff payroll and any incident reports with close attention to accuracy and detail, utilizing various payroll and scheduling systems
• Ensure appropriate staff have required event details to prepare for the next day's event
• As needed, provide support to the House Management team to advance and manage events presented by constituents and rental clients in other Lincoln Center-managed venues

• Oversee a union and non-union staff of 100+, including Guest Experience Reps, ushers, ticket takers, volunteers and utility staff, creating and conducting pre-show briefings, delegating posts and ensuring all are upholding Lincoln Center policies and procedures as outlined per event
• Work with fellow Guest Experience staff to ensure appropriate staffing is requested and confirmed based on event needs, effectively communicating changes as needed
• Take an active role in upholding our commitment to guest care, based on current guest service trainings, by continually motivating and uplifting staff, focusing on specific aspects of service each night
• Address any staff issues, resolving to the best of your ability in real time, or reporting to management as needed and following up in a timely and effective manner
• Maintain proficiency and knowledge of emergency evacuation plans, accessibility, and guest care as they relate to events, patrons and staff
• Assist with other administrative tasks as required

• Bachelor's degree or equivalent combination of education and experience
• 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 fast-paced environment, handle multiple tasks at once and demonstrate flexibility in light of shifting demands & 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

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