Manager, Hospitality Services
About The Position
The Manager of Hospitality Services at Severance Music Center leads guest-facing hospitality operations for The Cleveland Orchestra. Areas of responsibility include concessions, beverage service, The Lounge at Severance, donor lounges, and premium box hospitality. Working closely with the Food & Beverage Manager, who leads culinary and kitchen operations, this role helps turn food and beverage offerings into welcoming, well-executed guest experiences. This hands-on leader develops staff, strengthens service standards, manages hospitality labor and operating expenses, and helps expand offerings that enhance the guest experience and increase revenue. The role supports concerts, performances, rentals, donor events, and other programs, with work scheduled around the concert and event calendar.
Requirements
- At least five years of progressively responsible experience in hospitality or a similar guest-focused setting.
- At least three years of experience supervising and developing staff.
- Experience managing hospitality operations, ideally including premium spaces or food and beverage service.
- Strong financial and operational skills, including staffing plans, labor costs, and budgets.
- Ability to coach teams, solve problems, and deliver excellent service during busy events.
- Comfort using point-of-sale systems and operational reporting to improve service and financial performance.
- Availability to work evenings, weekends, and holidays based on the concert and event schedule.
- A related bachelor’s degree or equivalent experience.
Responsibilities
- Recruit, train, schedule, and supervise hospitality staff, providing hands-on leadership during concerts and events.
- Lead hospitality service for Cleveland Orchestra concerts, SMC Presents performances, rentals, donor events, and other programs.
- Establish consistent standards for service, presentation, and guest care across concessions, lounges, and premium spaces.
- Partner with the Food & Beverage Manager and event colleagues to develop and deliver hospitality offerings, including pre-concert, intermission, and post-concert experiences.
- Manage hospitality staffing plans, labor budgets, and service expenses; use sales results and guest feedback to improve performance.
- Support effective use of point-of-sale systems and ensure staff follow responsible beverage service and applicable safety requirements.
- Coordinate with Front of House, Events, Development, and other colleagues to deliver seamless guest experiences.
Benefits
- Competitive annual salary of $70,000–$73,000.
- Excellent benefit plans.
- Generous paid time off.
- Work inside the historic Severance Music Center.
- Be part of live performances, special events, and elegant receptions.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
