Manager, Hospitality Services

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

Manager of Hospitality Services
Severance Music Center

The Cleveland Orchestra is seeking a Manager of Hospitality Services to shape the experiences guests enjoy beyond the concert hall. From a welcoming drink before a performance to an exceptional evening in one of our lounges, this leader will help make every visit to Severance Music Center memorable.
The Manager leads guest-facing hospitality operations, including concessions, beverage service, The Lounge at Severance, donor lounges, and premium box hospitality. Working closely with the Food & Beverage Manager, who leads culinary and kitchen operations, this role turns food and beverage offerings into welcoming, well-executed guest experiences. This hands-on leader develops staff, strengthens service standards, manages hospitality labor and operating expenses, and helps expand offerings that enhance the guest experience and increase revenue.

What You'll Do

• 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 engaging 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.

What You'll Bring

• 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
• A talent for coaching teams, solving problems, and delivering 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

Why You'll Love Working Here

• Competitive annual salary of $70,000 - $73,000
• Excellent benefit plans and generous paid time off
• Work inside the historic Severance Music Center
• Be part of live performances, special events, and elegant receptions