Premium Services Manager | Full-Time | CFG Bank Arena

About the role

Oak View Group (OVG) is the global leader in premium live entertainment infrastructure and services, with a platform spanning venue development and end-to-end capabilities across venue management, hospitality, and sponsorship sales. Founded in 2015, the company serves a collection of seven world-class owned venues and a client roster of the most iconic arenas, stadiums, convention centers, music festivals, performing arts centers, and cultural institutions, spanning four continents.

Responsibilities

• Manage all food and beverage operations for luxury suites, clubs, and catered events.
• Ensure seamless execution of event-day suite service and premium hospitality experiences.
• Coordinate pre-event planning and post-event evaluations for premium areas.
• Maintain service standards to ensure exceptional guest satisfaction.
• Oversee planning and execution of catered events, including corporate functions, private events, and arena special events.
• Collaborate with sales teams to fulfill client requirements and contractual obligations.
• Conduct client walkthroughs and serve as the primary operational contact for premium and catering clients.
• Ensure accurate event orders, staffing plans, and service timelines.
• Take the lead on using lead-generating tools to book new hospitality events on dark days of the arena schedule.
• Recruit, train, coach, and supervise premium service and catering staff.
• Develop staff schedules and manage labor costs according to event demands.
• Conduct performance evaluations and provide ongoing training focused on hospitality excellence.
• Foster a positive, service-oriented culture.
• Manage premium food and beverage budgets and cost controls.
• Monitor labor expenses, inventory levels, and product usage.
• Analyze revenue performance and identify opportunities to increase premium sales.
• Aid in forecasting and financial reporting.
• Build and maintain relationships with suite holders, sponsors, VIP guests, and catering clients.
• Address guest concerns promptly and professionally.
• Develop strategies to enhance premium guest retention and satisfaction.
• Support renewal efforts through exceptional service delivery.
• Ensure compliance with all health, safety, sanitation, and alcohol service regulations.
• Maintain proper food handling procedures and cleanliness standards.
• Conduct regular inspections of premium and catering service areas.
• Partner with culinary, concessions, warehouse, operations, marketing, and sales teams.
• Coordinate logistics for concerts, sporting events, family shows, and special events.
• Support implementation of new hospitality initiatives and technology systems.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, Food & Beverage Management, Event Management, or a related field preferred.
• Minimum of 3–5 years of progressive leadership experience in premium hospitality, catering, food and beverage operations, sports and entertainment venues, hotels, convention centers, or restaurants.
• Experience managing luxury suites, premium clubs, catering operations, or high-volume hospitality environments preferred.
• Strong knowledge of food and beverage service standards, banquet operations, and premium guest experience management.
• Demonstrated ability to lead, motivate, and develop diverse teams in a fast-paced environment.
• Proven experience with labor management, budgeting, inventory control, and financial reporting.
• Excellent communication, interpersonal, and customer service skills with the ability to build relationships with VIP guests, clients, and internal stakeholders.
• Strong organizational and project management skills with the ability to manage multiple events simultaneously.
• Proficiency in Microsoft Office Suite and hospitality/event management software systems.
• Knowledge of food safety, sanitation, and responsible alcohol service practices.
• ServSafe Food Manager Certification and Alcohol Service Certification preferred or the ability to obtain them upon hire.
• Ability to work a flexible schedule, including evenings, weekends, holidays, and event days.
• Ability to stand and walk for extended periods and occasionally lift heavy objects.
• Experience in sports and entertainment venues, arenas, stadiums, or convention centers is strongly preferred.

Pay

The annual salary for this position ranges from $70,000 - $80,000 and is commission eligible.

Schedule

This position will remain open until September 11, 2026.

Benefits

• Health, Dental and Vision Insurance
• 401(k) Savings Plan
• 401(k) matching
• Paid Time Off (vacation days, sick days, and 11 holidays)

About The Venue

CFG Bank Arena is a 14,000+ seat, reimagined world-class concert and entertainment venue. A premier destination for fans and artists, CFG Bank Arena showcases over $250MM+ in renovations, including modernized, state-of-the-art acoustics, superior suites and exclusive club levels, premium contemporary seating, reimagined concourses, upscale culinary experiences in food & beverage selections, and more! Located in the heart of Baltimore, the iconic landmark offers guests the ultimate entertainment experience the moment they step foot through its doors. Rich in history, uniting fans with memories old and new, CFG Bank Arena hosts 105+ shows annually, including the hottest artists on the planet. A cornerstone of the City of Baltimore, committed to the community, and redeveloped in the heart of Baltimore. A new era of live entertainment has arrived in Baltimore with the highly anticipated and reimagined CFG Bank Arena.

Client & Guest Relations

Build and maintain relationships with suite holders, sponsors, VIP guests, and catering clients. Address guest concerns promptly and professionally. Develop strategies to enhance premium guest retention and satisfaction. Support renewal efforts through exceptional service delivery.

Equal Opportunity Employer

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (“protected class”) including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.