Director of Hospitality and Audience Experience

The Director of Hospitality and Audience Experience oversees all aspects of hospitality services to enhance the SLSO concert experience, while upholding exceptional service standards and fostering a culture of welcome and belonging for all. This key position supervises a front of house team, including front of house managers, an event manager, ushers, and food and beverage staff, inspiring and mentoring a diverse group of hospitality professionals. Reporting to the Chief Marketing and Communications Officer, the Director of Hospitality and Audience Experience collaborates across the organization to develop innovative audience engagement strategies and deepen patron loyalty.
This is an exciting time to be part of a vibrant organization and make a significant impact. Plans are underway for the orchestra’s return to the renovated and expanded Powell Hall, scheduled to reopen in September 2025. The successful candidate is strategic, proactive, and passionate about the SLSO’s mission, with outstanding leadership and hospitality skills, and the ability to interact effectively with patrons, donors, staff, and stakeholders at all levels.
Responsibilities:
Customer Service
• Establish and uphold exceptional service standards for all patron-facing staff and volunteers. Create a noteworthy hospitality and customer service brand for the SLSO for all activities taking place at Powell Hall and other SLSO performance venues.
• Develop and share hospitality and customer service training guidelines, policies, procedures, and patron engagement initiatives to empower staff and volunteers. Lead organized training sessions and provide on-site guidance.
• Incorporate the SLSO customer service culture with affiliated business partners, including security, shuttle drivers, and housekeeping. Provide partners with training and information to achieve a unified look and feel to SLSO hospitality services.