Guest Experience Manager

Cleveland Public Theatre; Cleveland (OH); On-site; USD 44,000 - 50,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid vacation

Paid personal days

Job summary

Cleveland Public Theatre in Cleveland, OH seeks a Guest Experience Manager to lead all patron-facing operations, ensuring welcoming, inclusive experiences across Box Office and Front of House.

Reporting to the General Manager, you’ll supervise part-time staff, coordinate events, manage finances, and maintain high service standards during performances and community programs.

Qualifications

• Previous experience in box office operations, front-of-house management, theatre administration, hospitality, or a related field.
• Demonstrated supervisory or management experience preferred.
• Strong customer service and people skills.
• A love of performance and community work.

Responsibilities

• Lead Front of House and Box-Office operations for CPT performances and events.
• Ensure a welcoming, inclusive, and accessible experience for all guests.
• Resolve patron concerns with professionalism and discretion.
• Recruit, train, schedule, and supervise part-time Front of House staff and volunteers.
• Manage daily cash, credit card transactions, and ticketing systems.
• Coordinate Front of House logistics for performances, rentals, and community events.

Skills

Customer service

Supervisory experience

Cash handling

Staff training

Conflict resolution

Team collaboration

POS systems

CRM systems

Microsoft Office

Tools

Ticketing systems

CRM

POS systems

Microsoft Office

Job description

Cleveland Public Theatre is looking for a Guest Experience Manager

Cleveland Public Theatre (CPT) is seeking a Guest Experience Manager to join our team. Reporting directly to the General Manager, the Guest Experience Manager leads all patron-facing operations for Cleveland Public Theatre, ensuring every audience member experiences the welcoming, inclusive, and adventurous spirit that defines CPT. The Guest Experience Manager is a core member of the CPT staff and contributes significantly to the success of our patrons, productions, and organizational culture.

Position Overview

CPT is looking for an upbeat, welcoming, and highly organized individual who is enthusiastic about creating exceptional guest experiences.

The Guest Experience Manager is responsible for overseeing Box Office and Front of House operations for both the Gordon Square Theatre and James Levin Theatre spaces on CPT’s campus. This role ensures that every patron’s interaction with CPT is positive, professional, and reflective of our mission and values.

The position manages a team of part-time front-of-house staff, including box office personnel, house managers, and concession bartenders. Responsibilities include hiring, training, scheduling, supervision, and creating systems that support a high-quality guest experience. The Guest Experience Manager also provides administrative and operational support to ensure the smooth execution of performances, events, and daily operations. The position will oftentimes fill one of the roles listed above, including the House Management and Box Office roles.

The ideal candidate is a strong communicator, collaborative team member, and natural problem-solver who thrives in a dynamic environment and enjoys working directly with the public.

Reporting Structure

The Guest Experience Manager reports directly to the General Manager and works collaboratively with staff across all departments, including Production, Artistic, Development, Marketing, Education, and Operations.

The position directly supervises CPT’s part-time Front of House team, including:

• House Managers
• Box Office Staff
• Other guest services personnel as assigned

During performance periods, the Guest Experience Manager serves as the primary on-site leader for Front of House operations and is responsible for ensuring a safe, welcoming, and efficient experience for patrons, artists, staff, and community partners.

Key Responsibilities

Guest Experience & Front of House Operations

• Lead all Front of House and Box-Office operations for CPT performances and events.
• Ensure a welcoming, inclusive, and accessible experience for all guests.
• Resolve patron concerns with professionalism, empathy, and discretion.
• Maintain high standards of customer service and hospitality at all times.
• Collaborate with artistic, production, and administrative staff to ensure seamless event execution.

Staff Management

• Recruit, train, schedule, and supervise part-time Front of House staff.
• Recruit, train, schedule, and supervise volunteers (ushers).
• Foster a positive and supportive team culture.
• Provide ongoing coaching, feedback, and performance support.
• Ensure staff are informed about productions, policies, procedures, and guest service expectations.

Financial & Administrative Operations

• Manage daily cash and credit card transactions.
• Complete financial reconciliations and report accurately and in a timely manner.
• Maintain concession inventory and ordering systems.
• Support operational planning and administrative projects as assigned.
• Manage ticketing systems, patron databases, and Box Office CRM functions.

Event & Performance Support

• Coordinate Front of House logistics for performances, special events, rentals, and community activities.
• Anticipate operational needs and solve problems proactively.Support event planning and implementation alongside various CPT departments.
• Serve as an on-site manager during performances and special events.
• Continue to grow processes to maximize impact of staff on safety and positive experiences of patrons, artists, and staff.
• Maintaining permits, legal requirements, and safety training.

Qualifications

The ideal candidate will possess:

• Previous experience in box office operations, front-of-house management, theatre administration, hospitality, or a related field.
• Demonstrated supervisory or management experience preferred.
• Strong customer service and people skills.
• A love of performance and community work.
• Experience handling cash, credit card transactions, and financial reconciliations.
• Excellent organizational and time-management skills.
• Ability to prioritize multiple responsibilities while maintaining attention to detail.
• Proficiency with Microsoft Office Suite and other business software.
• Comfort learning and utilizing ticketing, CRM, and point-of-sale systems.
• Bartending experience is a plus.
• Event planning experience is a plus.
• Ability to remain calm, professional, and solution-oriented in high-pressure situations.

Physical Requirements

• Ability to stand and move throughout performances and events lasting several hours.
• Ability to lift and carry up to 40–50 pounds.
• Ability to navigate multiple levels of CPT facilities during performances and events.

The Guest Experience Manager is in a full-time salaried position with an average of 45 hours a week. The flow of hours for the season may result in short weeks of 30 hours and long weeks of 50+ hours. The two weeks leading up to Pandemonium may involve working as many as 65 hours.

Compensation: $44,000-$50,000/Annually

Benefits include:

• Medical, dental, and vision insurance
• CPT contributes 50% of employee premium costs
• Paid vacation time
• Paid personal days

Schedule & Working Hours

The Guest Experience Manager’s schedule is anchored by CPT’s production calendar.

Typical weekly hours may include:

• Up to 50 hours per week during most active production periods
• Up to 55 hours per week during major events and festivals
• Up to 65 Hours per week during Pandemonium , the theatre’s annual benefit.

Because performances and events are central to this role, consistent evening and weekend work hours are required.

About Working at CPT

Like all CPT staff members, the Guest Experience Manager actively contributes to our organizational culture and overall success. The successful candidate will be collaborative, eager to learn, adaptable, and committed to the transformative power of theatre. We work cross departmentally and many times people end up doing work that does not neatly fit in their job descriptions as we support each other.

About Cleveland Public Theatre

CPT is an internationally recognized center for contemporary performance. Our mission is to raise consciousness and nurture compassion through groundbreaking performances and life-changing education programs. CPT implements this mission through our theatrical season, featuring between 8–20 adventurous professional productions and a robust series of new play development programs that support writers and devisers at multiple points in the creative process.

Historically, a majority of plays produced at CPT are by BIPOC artists and women. CPT continues to strive to be an anti-racist organization, engaging all staff, board, and artists in that work. Our acclaimed education programs engage communities in devising new works that speak to contemporary issues and empower participants to work for positive change in our community. CPT is home to Cleveland CORE Ensemble as well as community ensembles Teatro Público de Cleveland and Masrah Cleveland Al-Arabi. We annually present Día de Muertos, a large-scale community arts event based on the popular Mexican holiday, as well as other events in our neighborhood. CPT’s annual budget is around $3 million per year. We currently have 16 full-time staff members.

Cleveland Public Theatre serves a diverse community and is committed to building a staff that reflects the richness and diversity of the audiences we serve. We strongly encourage candidates from all backgrounds, experiences, and identities to apply.