Manager, Hospitality Services
About The Position
The Cleveland Orchestra is seeking a Manager of Hospitality Services to lead guest-facing hospitality operations at Severance Music Center. The role oversees concessions, beverage service, The Lounge at Severance, donor lounges, and premium box hospitality, creating welcoming and well-executed experiences for guests beyond the concert hall. Working closely with the Food & Beverage Manager, who leads culinary and kitchen operations, the Manager helps develop offerings that enhance the guest experience and increase revenue. This hands-on leader develops staff, strengthens service standards, and manages hospitality labor and operating expenses. The Manager leads hospitality service for Cleveland Orchestra concerts, SMC Presents performances, rentals, donor events, and other programs. The position coordinates with Front of House, Events, Development, and other colleagues to deliver seamless guest experiences. The role requires availability for evenings, weekends, and holidays according to the concert and event schedule.
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
- Excellent benefit plans
- Generous paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
