Premium Services Manager | Full-Time | CFG Bank Arena

Oak View Group•Baltimore, MD

4d•Onsite

About The Position

The Premium Services Manager is responsible for overseeing all food and beverage operations within premium suites and catered events at CFG Bank Arena in Baltimore, Maryland. This position ensures the delivery of exceptional guest experiences by managing suite service, catering execution, premium hospitality standards, and event-day operations. The role partners closely with culinary, sales, operations, and guest services teams to drive revenue, maintain service excellence, and exceed client expectations for corporate, VIP, and private event guests. The Premium Services Manager serves as a leader in creating memorable hospitality experiences while supporting the arena's overall business objectives and commitment to world-class service.

Requirements

Bachelor's degree in Hospitality Management, Business Administration, Food & Beverage Management, Event Management, or a related field preferred.
Minimum of 3–5 years of progressive leadership experience in premium hospitality, catering, food and beverage operations, sports and entertainment venues, hotels, convention centers, or restaurants.
Experience managing luxury suites, premium clubs, catering operations, or high-volume hospitality environments preferred.
Strong knowledge of food and beverage service standards, banquet operations, and premium guest experience management.
Demonstrated ability to lead, motivate, and develop diverse teams in a fast-paced environment.
Proven experience with labor management, budgeting, inventory control, and financial reporting.
Excellent communication, interpersonal, and customer service skills with the ability to build relationships with VIP guests, clients, and internal stakeholders.
Strong organizational and project management skills with the ability to manage multiple events simultaneously.
Proficiency in Microsoft Office Suite and hospitality/event management software systems.
Knowledge of food safety, sanitation, and responsible alcohol service practices.
ServSafe Food Manager Certification and Alcohol Service Certification preferred or the ability to obtain them upon hire.
Ability to work a flexible schedule, including evenings, weekends, holidays, and event days.
Ability to stand and walk for extended periods and occasionally lift heavy objects.

Nice To Haves

Experience in sports and entertainment venues, arenas, stadiums, or convention centers is strongly preferred.

Responsibilities

Manage all food and beverage operations for luxury suites, clubs, and catered events.
Ensure seamless execution of event-day suite service and premium hospitality experiences.
Coordinate pre-event planning and post-event evaluations for premium areas.
Monitor service standards to ensure exceptional guest satisfaction.
Oversee planning and execution of catered events, including corporate functions, private events, and arena special events.
Collaborate with sales teams to fulfill client requirements and contractual obligations.
Conduct client walkthroughs and serve as the primary operational contact for premium and catering clients.
Ensure accurate event orders, staffing plans, and service timelines.
Take the lead on using lead-generating tools to book new hospitality events on dark days of the arena schedule.
Recruit, train, coach, and supervise premium service and catering staff.
Develop staff schedules and manage labor costs according to event demands.
Conduct performance evaluations and provide ongoing training focused on hospitality excellence.
Foster a positive, service-oriented culture.
Manage premium food and beverage budgets and cost controls.
Monitor labor expenses, inventory levels, and product usage.
Analyze revenue performance and identify opportunities to increase premium sales.
Assist with forecasting and financial reporting.
Build and maintain relationships with suite holders, sponsors, VIP guests, and catering clients.
Address guest concerns promptly and professionally.
Develop strategies to enhance premium guest retention and satisfaction.
Support renewal efforts through exceptional service delivery.
Ensure compliance with all health, safety, sanitation, and alcohol service regulations.
Maintain proper food handling procedures and cleanliness standards.
Conduct regular inspections of premium and catering service areas.
Partner with culinary, concessions, warehouse, operations, marketing, and sales teams.
Coordinate logistics for concerts, sporting events, family shows, and special events.
Participate in menu development and premium service enhancements.
Support implementation of new hospitality initiatives and technology systems.