Hospitality Services Manager: Guest Experience

The-Cleveland-Orchestra; Cleveland (OH); On-site; USD 70,000 - 73,000; Full time

Benefits offered by this job

Excellent benefits package

Generous paid time off

Severance Music Center workplace

Job summary

The Cleveland Orchestra seeks a Manager of Hospitality Services to shape guest experiences beyond the concert hall at Severance Music Center. This hands-on leader will supervise concessions, beverage service, lounges, and premium spaces, coordinating with the Food & Beverage Manager to deliver memorable events.

The role requires 5+ years in hospitality, 3+ years in staff supervision, strong budgeting skills, and availability for evenings and weekends.

Qualifications

• At least five years of hospitality or guest-focused experience.
• At least three years supervising and developing staff.
• Experience managing hospitality operations, including premium spaces or beverage service (if applicable).
• Strong financial and operational skills, including staffing plans and budgets.

Responsibilities

• Recruit, train, schedule, and supervise hospitality staff during concerts and events.
• Lead hospitality service for concerts, rentals, donor events, and programs.
• Establish standards for service, presentation, and guest care across concessions and lounges.
• Collaborate with the Food & Beverage Manager on engaging hospitality offerings and events.
• Manage staffing plans, labor budgets, and service expenses; use sales results and guest feedback to improve performance.
• Oversee POS usage and ensure compliant beverage service and safety requirements.
• Coordinate with Front of House, Events, Development, and other teams to deliver seamless guest experiences.

Skills

Hospitality leadership

Staff development

Budgeting

Guest service

POS systems

Evening & weekend availability

Education

Bachelor's degree or equivalent experience

Job description

The Cleveland Orchestra seeks a Manager of Hospitality Services to shape guest experiences beyond the concert hall at Severance Music Center. This hands-on leader will supervise concessions, beverage service, lounges, and premium spaces, coordinating with the Food & Beverage Manager to deliver memorable events.

The role requires 5+ years in hospitality, 3+ years in staff supervision, strong budgeting skills, and availability for evenings and weekends.