Operational Management and Team Development at Theatro NET Rio

Transforming theatre operations through team development, audience engagement and organisational culture.

Portfolio Category

Arts Administration

Year

2018

My Role

Operations Manager, Arts Administrator, Team Leader

Client / Organization

Theatro NET Rio (now Theatro Claro Mais) / Brain+

My Contribution

Operational management, team leadership, organisational development, audience services, internship programme design, staff training, audience research, employee engagement initiatives, performance recognition programme, customer experience strategy.

Project Overview

As Operations Manager of Theatro NET Rio, I led the daily management of one of Rio de Janeiro's leading performing arts venues, coordinating operational procedures, audience services and multidisciplinary teams while implementing initiatives to improve organisational culture and the overall visitor experience.

Beyond operational management, I developed and introduced a comprehensive people-development strategy centred on engagement, training and professional growth. The front-of-house internship programme was completely redesigned for a team composed primarily of undergraduate theatre students from UNIRIO and CAL (Casa das Artes de Laranjeiras), combining practical theatre knowledge with customer service excellence and institutional identity.

The new programme included attitude and presence training based on my Ser Irresistível methodology, studies on the history of Theatro NET Rio and the historic Teatro Tereza Rachel, research on the artists and productions featured in the theatre's programme, as well as workshops in make-up and characterisation. The objective was to transform front-of-house staff into cultural ambassadors capable of providing richer interactions with audiences.

To strengthen collaboration across departments, I also created the TNR Recognition and Team Gathering, a monthly programme that brought together front-of-house staff, technicians, box office, café, cleaning, group sales, management and directors through playful theatre-based activities on the main stage, followed by recognition awards based on audience satisfaction surveys and operational performance.

Project Highlights

Managed daily operations of Theatro NET Rio in Copacabana, Rio de Janeiro.
Redesigned the theatre's front-of-house internship programme.
Created and implemented a structured staff development programme based on the Ser Irresistível methodology.
Developed training in attitude, presence, communication and audience engagement.
Introduced institutional and artistic education for front-of-house teams, including the history of the venue and its programming.
Created the TNR Recognition and Team Gathering, combining team-building activities with performance recognition.
Implemented audience satisfaction surveys to support continuous service improvement and staff recognition.
Fostered collaboration among operational, technical, administrative and artistic teams.
Strengthened organisational culture through engagement, recognition and shared ownership of the audience experience.