Assistant Manager, Venue & Guest Services Cleveland Foundation

Assistant Manager, Venue & Guest Services Cleveland Foundation

The Assistant Manager, Venue and Guest Services position is responsible for ensuring operational excellence across venue services by proactively resolving issues, coordinating logistics, and maintaining strong relationships with clients, vendors, and internal stakeholders. With a deep understanding of building operations and event operations, the Assistant Manager is empowered to make decisions in real time, ensuring events are executed efficiently and in alignment with organizational standards. The role also supports continuous improvement of systems and processes related to event management, contributing to a well-coordinated, responsive, and high-performing guest services operation. The position reports to the Manager, Venue & Guest Services.

Support day-to-day venue and guest services operations, ensuring readiness of spaces, resources, and services for meetings and events.

Manage the full lifecycle of internal and external events, including intake of requests, client coordination, logistics planning, contract execution, on-site event management, and post-event billing and reconciliation.

Serve as a primary point of contact for event clients, ensuring clear communication, alignment of expectations, and a high-quality end-to-end experience.

Take ownership of on-the-ground issue resolution, proactively identifying and addressing service, facility, or event-related challenges with a solutions-oriented approach.

Lead event execution on-site, ensuring seamless coordination across vendors, internal teams, and building operations while maintaining high service standards.

Develop and apply a strong working knowledge of building systems, event operations, and organizational processes to support effective decision-making and troubleshooting.

Support vendor coordination, including scheduling, communication, and oversight of service delivery to ensure quality and consistency.

Partner with the Manager to enhance systems and processes for tracking event activity, contracts, invoicing, and operational performance.

Act as a point of escalation for guest and operational issues, exercising sound judgment, accountability, and timely resolution.

Collaborate cross-functionally with internal teams to support event planning, alignment, and execution.

Provide day-to-day guidance and support to Guest Services team members as needed to maintain consistent service delivery.

Judgment

Communication

Teamwork & Collaboration

Adaptability

Problem-Solving

Bachelor's degree required.

Minimum of 35 years of experience in hospitality, venue operations, or guest services (hotel experience strongly preferred).

Demonstrated ability to independently resolve issues and make decisions in a fast-paced, service-oriented environment.

Strong understanding of event operations, guest experience standards, and facility coordination.

Proven experience working in environments requires high levels of customer service, responsiveness, and professionalism.

Ability to manage multiple priorities and adapt quickly to changing needs.

Strong verbal and written communication skills.

Proficiency in Microsoft Office and comfort with web-based systems and operational tools.

Experience supporting or supervising team members in a hospitality or venue setting.

Familiarity with audio-visual systems and event technology.

Experience with vendor coordination and service-level management.

Knowledge of event tracking systems, reporting tools, or scheduling platforms.

The role is office-based, involving frequent interaction with executives, staff, and external partners.

The position may require prolonged periods of sitting and standing as well as occasional lifting of light office supplies and materials.

Occasionally extended hours to meet deadlines or support special events.

Occasional travel may be required for meetings, events, or conferences.