Hospitality Experience Manager

4 days ago

San Francisco, California, United States Compass Group USA Full time
Experience Manager Job Description

About the Role:

The Experience Manager plays a crucial role in delivering exceptional guest and employee experiences at our large account locations. This position is responsible for coordinating onsite service teams, training team members on enhanced engagement systems, and using recorded metrics to track and close service delivery gaps.

Key Responsibilities:

  1. Owns the employee & guest experiences at a large account, with the goal of providing top-notch service to the client, and our guests
  2. Drives and develops self and team towards building strong relationships with the client and achievement of key performance indicators
  3. Conducts engagement tours and daily reviews of all locations related to guest experience, noting areas of improvement and areas of success
  4. Conducts hands-on, in-person training with new and existing staff on service standards, role requirements & technologies
  5. Reviews existing service standards and implements Platinum Service standards into the employee/guest experience through collaboration of the different service teams to optimize service delivery including but not limited to Pre-Shift Huddles
  6. Collaborates and plans activations/celebrations to engage guests with the onsite culinary and management team
  7. 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
  8. Onboards new team members through Platinum Services and role-related systems
  9. Cultivates the culture through coordination with teams and engagement opportunities
  10. Performs other duties that may be assigned

Project Management:

  1. Determines and defines project scope and objectives
  2. Predicts resources needed to reach objectives and manages resources in an effective and efficient manner
  3. Measures project performance to identify areas for improvement

Qualifications:

  1. Must demonstrate 5+ years of previous experience in hospitality, with food and beverage management
  2. Associate degree or higher preferred
  3. Platinum Service background highly regarded
  4. Comfortable in an ever-changing and fast-paced environment
  5. A working knowledge of food preparation and presentation is preferred
  6. Experience in restaurant/food service staff management and development is preferred
  7. Demonstrated knowledge of event planning procedures is preferred
  8. 5-8 years of project management and related experience preferred
  9. Strong familiarity with project management software tools, methodologies, and best practices
  10. Proven ability to complete projects according to outlined scope, budget, and timeline
  11. Ability to identify and track relevant community KPIs
  12. Excellent verbal and written communication skills
  13. Bilingual in English/Amharic is a plus
  14. Excellent interpersonal and presentation skills
  15. 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)
  16. Proven ability to solve problems creatively with attention to detail and critical thinking skills
  17. Passion for the latest trends and innovations in hospitality and food services

About Compass Group USA:

Compass Group USA is an equal opportunity employer. We are 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. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity.

Applications are accepted on an ongoing basis.

Flik maintains a drug-free workplace.

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