Guest Experience Manager

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.

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.

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.

• 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.

• 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.

• 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.

• 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.

The ideal candidate will possess:

• Previous experience in box office…