Experience Manager
2 weeks ago
The Experience Manager plays a pivotal role in ensuring exceptional guest and employee experiences at a large account. This involves coordinating onsite service teams, training team members on enhanced engagement systems, and utilizing recorded metrics to track and close service delivery gaps.
Key Responsibilities:- Owns the employee & guest experiences at a large account, with the goal of providing top-notch service to the client, and our guests
- Drives and develops self and team towards building strong relationships with the client and achievement of key performance indicators
- Conducts engagement tours and daily reviews of all locations related to guest experience, noting areas of improvement and areas of success
- Conducts hands-on, in-person training with new and existing staff on service standards, role requirements & technologies
- Reviews existing service standards and implements Platinum Service standards into the employee/guest experience through the collaboration of the different service teams to optimize service delivery including but not limited to Pre-Shift Huddles
- Collaborates and plans activations/celebrations to engage guests with the onsite culinary and management team
- Oversees client and Flik standards through auditing and coaching/course correcting all staff members in areas of, but not limited to, guest-facing communication, merchandising, uniform compliance, environmental and food safety, service recovery
- 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 previous 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
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