Experience Manager
6 days ago
The Experience Manager plays a pivotal role in enhancing the guest and employee experience at a large account. This position is responsible for coordinating onsite service teams, training team members on engagement systems, and utilizing metrics to track and close service delivery gaps.
Key Responsibilities- Owns the employee & guest experiences, striving to provide exceptional service to clients and guests.
- Drives and develops self and team to build strong relationships with clients and achieve key performance indicators.
- Conducts engagement tours and daily reviews of locations, noting areas for improvement and success.
- Provides hands-on training on service standards, role requirements, and technologies.
- Reviews and implements service standards through collaboration with service teams to optimize service delivery.
- Collaborates on activations and celebrations to engage guests with the culinary and management team.
- Oversees client and Flik standards through auditing and coaching staff members.
- Onboards new team members through Platinum Services and role-related systems.
- Cultivates the culture through coordination with teams and engagement opportunities.
- Must demonstrate 5+ years of experience in hospitality, with food and beverage management.
- Associate degree or higher preferred.
- Platinum Service background highly regarded.
- Comfortable in an ever-changing and fast-paced environment.
- A working knowledge of food preparation and presentation is preferred.
- Experience in restaurant/food service staff management and development is preferred.
- Demonstrated knowledge of event planning procedures is preferred.
- 5-8 years of project management and related experience preferred.
- Strong familiarity with project management software tools, methodologies, and best practices.
- Proven ability to complete projects according to outlined scope, budget, and timeline.
- Ability to identify and track relevant community KPIs.
- Excellent verbal and written communication skills.
- Bilingual in English/Amharic is a plus.
- Excellent interpersonal and presentation skills.
- Must be able to use relevant computer applications (Microsoft word, excel, outlook; restaurant-specific software including point-of-sale registers and business metric applications preferred).
- Proven ability to solve problems creatively with attention to detail and critical thinking skills.
- Passion for the latest trends and innovations in hospitality and food services.
Compass Group USA is an equal opportunity employer committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.
Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation.
This job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position.
We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws.
Applications are accepted on an ongoing basis.
Flik maintains a drug-free workplace.
Associates at Flik Hospitality are offered many fantastic benefits.
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