David H. Koch Theater & New York City Ballet
New York, NY 10023
Front of House Coordinator
David H. Koch Theater & New York City Ballet
Lincoln Center, New York City
The David H. Koch Theater at Lincoln Center opened in April 1964 as the New York State Theater. The theater was designed by the renowned architect Philip Johnson, built with funds from the State of New York, and given to the City of New York as a home for performing arts organizations. Today, the theater is home to the New York City Ballet as well as a growing number of national and international touring performing arts groups.
In conjunction with the Event Operations Manager, the Front of House Coordinator is responsible for supervision of the usher team during performances and special events, and interfaces directly with ticketholders, theater personnel, and other key stakeholders to provide superior World Class Customer Service. The FOH Coordinator represents the David H. Koch Theater at all public events. The FOH Coordinator is a full time, non-union, salaried, exempt position and reports directly to the Event Operations Manager.
Major Duties and Responsibilities:
• Foster and maintain superior customer service goals and objectives.
• Provide house management duties customary to those of a similar professional venue.
• Act as House Manager for up to eight performances per week as assigned.
• Schedule front of house team which includes ushers, ticket takers, and FOH assistants.
• Preparation of usher payroll and tracking of sick days, absences, and pension.
• Liaise between Event Operations Manager, ushers, clients, and other venue managers.
• Assign and oversee usher positions, including assignment of double aisles and maintenance of schedule rotation sheet.
• Ensure union collective bargaining agreement is followed and respected.
• Ensure front of house employee handbook is followed and respected.
• Selection of Ticket Takers for special events according to rotation.
• Maintain consistent management presence in lobby for preshow, intermission, and audience exit and typically is the last FOH personnel to leave the building.
• First line of defense for any patron related customer service issues.
• Create and distribute performance reports.
• Assist ADA accessible patrons as necessary.
• Report facility issues to the Event Operations Manager.
• Manage FOH first aid kit and supplies.
• Maintain knowledge of all fire and emergency evacuation plans.
• Able to actively engage patrons in a courteous manner and anticipate patrons needs.
• Able to positively solve customer service issues decisively and appropriately.
• Assistant to the Event Operations Manager.
• Assist Event Operations Manager in recruiting FOH team members.
• Assist Event Operations Manager with providing ongoing training and supervision of staff on operations, safety, and security, and best practices for superior customer service.
• Assist Event Operations Manager on usher disciplinary protocol, tracking, and subsequent actions.
• Assist the Event Operations Manager with ongoing projects as assigned.
• Significant prior experience managing and supervising front of house operations in a similar professional venue.
• Strong customer service orientation/etiquette and ability to work well with a diverse staff and clientele.
• Knowledge of good customer service practices.
• Knowledge of American Disabilities Act, State and City regulations, policies, and procedures regarding safety, security, and public assembly.
• Ability to multi-task and work well in a fast-paced environment with strong attention to detail and process.
• Experience and understanding of union employee workforce.
• Self-motivated and able to handle and prioritize multiple projects and deadlines.
• Excellent written and verbal communication skills.
• Ability to work varied hours including days, evenings, holidays and other scheduled work periods as necessary.
• NYFD F-03 and CPR Certified, or attainment shortly after hire.
Attributes that help make a person successful in this role include:
· Strong customer service skills.
· Positive attitude.
· Excellent work ethic.
This is a full-time, exempt position. Work schedule may consist of a six-day work week and hours will vary according to the performance and event schedule which may include weekends, holidays, and other scheduled work periods as necessary.
Please note that this job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
• While performing the duties of this position, the employee is frequently exposed to: o Standing for extended periods throughout the day.
o Theater and lobby settings
o Office setting
The physical demands described here are representative of those that must be met by an employee to successfully perform the minimum requirements of this position:
• Regularly requires standing for extended periods of time.
• Occasionally requires lifting/carrying up to 25/50 pounds.
NOTE: New York City Ballet has a vaccine policy that requires all employees to provide proof of vaccination against COVID-19. A medical or religious exemption to this policy may be granted if a reasonable accommodation exists that will enable the employee to perform the essential functions of the job. Exemptions or reasonable accommodations are not guaranteed.
Employment is subject to the completion of due-diligence inquiries, including a background check which will take place after a conditional offer is made.
Interested, qualified candidates may apply by forwarding
their resume and salary requirements to:
with “Front of House Coordinator” in the subject line.
No Phone Calls, Please.
New York City Ballet is an equal opportunity employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, religion, age, national origin, sex, sexual orientation, gender identity or expression, marital status, citizenship status, disability, pregnancy, creed, genetic predisposition or carrier status, military status or veteran status, status as a victim of domestic violence, unemployment status, familial status, sexual violence or stalking victim status, caregiver status, arrest or conviction record to extent required by applicable law, credit history or any other characteristic protected by law.
Statement of Commitment to Diversity, Equity, and Inclusion
New York City Ballet, one of the foremost ballet companies in the world, pursues the highest levels of artistic excellence and innovation. Therefore, we seek to attract, retain, and cultivate the most talented dancers, musicians, designers, stage technicians, and arts administrators. To this end, we are deeply committed to creating and sustaining an organizational culture that values diversity, inclusion, and equity. We are inspired by our founders, George Balanchine and Lincoln Kirstein, who envisioned an authentically American expression of ballet with a company that reflects the rich cultural diversity of this nation. In pursuit of their vision, we are committed to educating, developing, and supporting an organization that embodies diversity in its many forms.
For more information about our commitment to diversity, equity and inclusion, please visit: