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Guest Services Jobs in Cleveland, OH

Manager, Hospitality Services

The Cleveland Orchestra
  • Cleveland, Ohio
    Today

    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
    If you’re energized by exceptional service and the opportunity to build distinctive experiences at one of the world’s finest orchestras, we’d love to hear from you.

    Numbers & Facts

    LocationCleveland, Ohio
    Websitehttps://www.clevelandorchestra.com

    Skills

    • Beveragesunmatched
    • Budget Managementunmatched
    • Budgetingunmatched
    • Coachingunmatched
    • Culinary Operationsunmatched
    • Financial Managementunmatched
    • Financial Operationsunmatched
    • Financial Servicesunmatched
    • Food Servicesunmatched
    • Food and Beverage Industryunmatched
    • Leadershipunmatched
    • Musicunmatched
    • Operational Expenditure (OPEX)unmatched
    • Operational Improvementunmatched
    • Operations Managementunmatched
    • People Managementunmatched
    • Performance Managementunmatched
    • Point of Sale (POS) Systemsunmatched
    • Problem Solving Skillsunmatched
    • Rentalsunmatched
    • Revenue Growthunmatched
    • Safety Trainingunmatched
    • Salesunmatched
    • Sales Operationsunmatched
    • Service Deliveryunmatched
    • System Operationsunmatched

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