Customer Experience Associate (CEA)

ATG Entertainment USA; New York (NY); On-site; USD 25,000 - 39,000; Part time

Job summary

ATG Entertainment in New York City is seeking a Customer Experience Associate to support our Food & Beverage program in a live theatre setting. This part-time role reports to the Customer Experience Manager and covers bars, VIP hospitality, and premium guest experiences during performances.

The ideal candidate brings hospitality experience, leadership, and a customer-first approach. You’ll oversee staff, handle cash, and help execute service standards in a fast-paced environment, including

Qualifications

• Experience in Food & Beverage, hospitality, or high-volume guest-facing environment.
• Prior supervisory or leadership experience.
• Strong leadership, communication, and organizational skills.

Responsibilities

• Oversee F&B operations during performances, including bars, VIP Lounge, and premium service programs.
• Manage opening/closing procedures, staff deployment, cash handling, and performance reporting.
• Lead pre-show meetings and ensure staff are prepared for each performance.
• Address guest concerns and operational challenges with professionalism.
• Lead, coach, and motivate employees while maintaining accountability and a positive environment.
• Support staff training, onboarding, and scheduling adjustments.
• Communicate updates to CEM and venue leadership.
• Prepare and reconcile cash drawers and financial closeout reports.
• Complete sales, performance, and incident reporting on time.
• Monitor sales performance and support revenue initiatives.
• Assist with inventory controls, labor management, and waste reduction.
• Utilize POS, scheduling, and reporting systems to support operations.
• Maintain high hospitality standards across all F&B locations.
• Oversee VIP hospitality and special events as needed.
• Ensure compliance with health, safety, and company policies.
• Support beverage menus, promotions, and operational improvements.
• Collaborate on special projects and departmental goals.

Skills

Hospitality experience

Leadership

Customer service

Cash handling

POS systems

Tools

Square

UKG

Job description

Location: St. James Theatre | New York, NY

Employment Type: Part-Time

The St. James Theatre is seeking a motivated, hospitality-driven Customer Experience Associate (CEA) to support our dynamic Food & Beverage program. This Part-time position is an excellent opportunity for an emerging leader with hospitality experience and an interest in growing their career in theatre management.

Reporting to the Customer Experience Manager (CEM), the CEA supports daily operations across theatre bars, VIP hospitality, and premium guest experiences. During assigned performances, the CEA oversees staff, service operations, cash handling, and guest concerns.

The ideal candidate is a confident, dependable, and approachable leader who demonstrates sound judgment, takes initiative, and balances employee and guest needs with business objectives. We're looking for someone eager to learn, take ownership, and develop their management skills in a fast-paced live entertainment environment.

Essential Duties And Responsibilities

Performance Operations & Leadership

• Independently oversee Food & Beverage operations during assigned performances, including theatre bars, VIP Lounge, and premium service programs.
• Manage opening and closing procedures, staff deployment, cash handling, and performance reporting.
• Lead pre-show meetings, communicate sales and service goals, and ensure staff are prepared for each performance.
• Address guest concerns, employee matters, and operational challenges with professionalism and sound judgment.
• Lead, coach, and motivate employees while maintaining clear expectations, accountability, and a positive work environment.
• Support staff training, onboarding, and scheduling adjustments based on business needs.
• Communicate important operational updates and concerns to the CEM and venue leadership.

Financial & Administrative Responsibilities

• Prepare and reconcile cash drawers, gratuities, and financial closeout reports.
• Complete sales, performance, and incident reporting accurately and on time.
• Monitor sales performance and support initiatives to improve revenue and operational efficiency.
• Assist with inventory controls, labor management, and waste reduction.
• Utilize POS, scheduling, and reporting systems to support daily operations.

Guest Experience & Business Support

• Maintain high standards of hospitality, cleanliness, and service across all F&B locations.
• Oversee VIP hospitality, premium guest experiences, and special events as needed.
• Ensure compliance with health, safety, responsible alcohol service, and company policies.
• Support beverage menus, promotional initiatives, and operational improvements.
• Collaborate with the CEM and venue leadership on special projects and departmental goals.

Qualifications

• Previous experience in Food & Beverage, hospitality, or a high-volume guest-facing environment.
• Prior supervisory or leadership experience.
• Strong leadership, communication, and organizational skills.
• Demonstrated maturity, reliability, and ability to make independent decisions in a fast-paced environment.
• Ability to balance employee needs, guest satisfaction, and business priorities.
• Experience with cash handling, financial reconciliation, and POS systems.
• Proficiency in Microsoft Office; Square and UKG experience a plus.
• First Aid/CPR and TIPS certification, Food Handler certification preferred.
• Flexible availability, including evenings, weekends, and holidays.

ATG Entertainment: Passion Behind Performance

Our expertise and capabilities enable producers and other creatives to bring their visions to life and create unforgettable performances for audiences, presented in our landmark venues and delivered with exceptional hospitality. ATG Entertainment is a world leader in live entertainment. Our portfolio of venues includes historic theatres, modern live music arenas, studio theatres, cinemas and conference spaces. ATG Entertainment own, operate or program 73 of the world's most iconic venues across the UK, the US and Continental Europe entertaining over 18 million audience members each year.

Through our in-house Production companies and working closely with third-party top producers and promoters ATG presents over 15,000 live performances annually, including Cabaret at the Kit Kat Club, Stranger Themes: The First Shadow, Moulin Rouge, The Lion King, Harry Potter and the Cursed Child and Starlight Express as well as popular music and comedy shows.

ATG also operates a leading ticketing platform processing more than 18 million tickets each year for musicians, plays, concerts, comedy shows and a variety of other live events. ATGtickets.com attracts more than 55 million unique visitors annually. Headquartered in London and Woking, the company also has offices in New York and Cologne.

It is the passion of our teams, that cover every discipline across the live entertainment industry, that underpins our continuing strategic growth and success. Learn more about ATG Entertainment, visit www.atgentertainment.com/