Guest Experience & Events Manager
The Reilly Arts Center — Ocala, Florida
Full-Time | Reports to Director of Operations & Programming
Position Type:
Full-Time, Exempt
Reports To:
Director of Operations & Programming
Location:
Ocala, Florida — On-site required
Schedule:
Evenings and weekends non-negotiable; flexibility during low-event weekdays
Compensation:
Commensurate with experience
Who We Are
The Reilly Arts Center is Ocala's premier performing arts destination — a multi-venue organization presenting world-class artists, supporting rental clients, and delivering experiences that matter to our community. We believe that what happens in our lobbies, green rooms, and event spaces is just as important as what happens on our stages.
We are looking for someone who shares that belief — not just as a professional philosophy, but as a personal one. If you have worked in environments that held themselves to an extraordinary standard of care, and found yourself frustrated when others settled for less, you will fit here.
The Role
This is not a coordinating role. This is a leading role.
The Guest Experience & Events Manager is responsible for setting the standard, holding the team to it, and making real-time decisions that protect the guest experience. You are not here to simply delegate — you are here to lead by example.
You will oversee a team of hospitality leads, an Artist Services Lead, and bartending staff across a mix of ticketed performances, touring artist shows, and private rental events. You will own the guest experience, the artist experience, and the client experience simultaneously — and you will do it with warmth, precision, and genuine care.
Core Responsibilities
Guest Experience & Front of House
- Be the standard-bearer for guest experience at every event — present, visible, and engaged from arrival through departure
- Create an atmosphere where every guest feels genuinely welcomed, not just processed
- Resolve patron concerns in real time with grace and authority — you are empowered to make it right
- Oversee lobby presentation, signage, flow, and accessibility compliance
- Conduct pre-event walkthroughs to ensure front of house areas meet standard before doors open
- Serve as the connective tissue between box office, production, and hospitality teams on event days
Team Leadership & Staff Management
- Directly manage hospitality leads and bartending staff — set expectations, enforce standards, develop people
- Oversee the Artist Services Lead, who owns artist hospitality advance and execution
- Build and maintain a team culture grounded in high standards, accountability, and genuine pride in the work
- Communicate event run-of-show clearly and early — staff should never be guessing
- Manage scheduling via Sling; ensure appropriate staffing levels for every event type and room size
- Conduct staff check-ins, provide real-time coaching on the floor, and address performance issues directly
Bar, Concessions & Facilities
- Oversee bar and concessions operations across all events — quality, speed, presentation, and cash handling
- Manage inventory, par levels, and ordering for bar, concessions, and restroom consumables
- Proficiency in Toast POS or similar required — make on-the-fly edits, troubleshoot issues, and train staff as needed
- Conduct final walkthroughs and building closeout procedures at the conclusion of each event
- Deliver closing reports and artist payouts when applicable
- Maintain cleanliness and presentation standards for all guest-facing areas
Events & Rental Client Experience
- Serve as the primary on-site point of contact for rental clients during their events
- Receive handoff from Business Development and execute the client's vision with precision and care
- Coordinate event setup, execution, and breakdown — overseeing staff through every phase
- Ensure catering, bartending, decor, and logistics flow seamlessly and reflect the client's expectations
- Track event-related expenses and manage closeout documentation via Trello
- Maintain vendor relationships and ensure timely delivery of goods and services
Artist Hospitality Oversight
- Oversee the Artist Services Lead in the execution of all artist hospitality advances
- Ensure rider compliance, green room standards, hotel and ground transportation logistics are handled with professionalism
- Be the escalation point on show days when artist needs require managerial decision-making
- Represent The Reilly with artists and their teams as a trusted, capable partner
Administration & Systems
- Manage event documentation, checklists, and run-of-show materials via Trello
- Maintain organized records of expenses, inventory, vendor contacts, and event closeouts
- Communicate proactively and clearly — written and verbal — with internal teams and external partners
- Participate in leadership meetings and planning sessions — this role requires full engagement in the organization's operational conversation, not just event execution
Who You Are
You believe that hospitality is not a department — it is a disposition. You understand the difference between service and genuine care, and you cannot turn that off.
You lead from the floor, not from a desk. Your team performs better when you are in the room — not because you micromanage, but because you set the tone and hold the bar. You are warm enough to make every guest feel like the most important person in the building, and direct enough to hold your team accountable when they fall short.
You are organized, communicative, dynamic and proactive. You follow through. You show up. You close the loop.
Qualifications
Required
- Proven experience in hospitality management, event operations, or venue management — performing arts, hotel, restaurant, or live events background all considered
- Demonstrated ability to lead and manage hourly staff in a fast-paced, high-volume environment
- Exceptional communication skills — written, verbal, and interpersonal; responsive, clear, and professional
- Strong organizational skills with the ability to manage multiple events and moving parts simultaneously
- Proficiency in Google Workspace (Docs, Sheets, Drive, Calendar) and Microsoft Office (Word, Excel, Outlook)
- Comfort with POS systems — Toast experience a strong plus
- Availability to work evenings, weekends, and occasional holidays as required by event schedule — this is non-negotiable
- Willingness to be present for the full duration of events
Preferred
- Bachelor's degree in Hospitality Management, Arts Administration, Event Management, or related field
- Experience in a performing arts or live entertainment venue
- Familiarity with Trello, Sling, or comparable project management and scheduling tools
- Experience with artist or talent hospitality — advances, riders, or touring logistics
- Background in rental event management or private event coordination
A Note on Fit
We are not looking for someone to manage this department from a distance. If your strength is coordination and systems management without a strong appetite for being present, visible, and in the room, this role is not the right fit.
If your strength is leading people, holding a high standard with warmth and authority, and finding genuine satisfaction in making someone's experience exceptional — we want to hear from you. Evenings and weekends are not an occasional ask. They are the job. Please apply only if that is a genuine fit for your life.
What We Offer
- A mission-driven organization with a genuine commitment to the arts and the community
- A leadership role with real authority and real impact on the guest and artist experience
- Flexibility during non-event periods — remote administrative work and adaptable weekday scheduling
- A collaborative senior team that values hospitality as a core organizational value, not an afterthought
- Compensation commensurate with experience
- Generous and flexible Paid Time Off
- SIMPLE IRA with 3% company match
- Short Term Disability Insurance
- Direct Primary Care
Pay: $50,000.00 - $55,000.00 per year
Benefits:
- Flexible schedule
- Paid time off
- Retirement plan
Work Location: In person
