Guest Experience & Hospitality Manager

Restaurant Associates; New York (NY); On-site; USD 80,000 - 90,000; Full time

Job summary

Restaurant Associates in New York, NY is seeking a Customer Service Manager to lead guest experiences and hospitality excellence across food and beverage operations. You will guide a team of food service managers and hourly staff, driving engaging activations, merchandising, and best-in-class hospitality.

The role reports to the General Manager and partners with the Regional Business Excellence Director to launch Experience Team initiatives, ensuring memorable guest interactions aligned with our

Qualifications

• 5+ years of experience in the food, beverage, or hotel industry.
• Proven ability to develop and implement strategies to improve the guest experience.
• Strong understanding of hospitality standards and best practices.
• Ability to work independently and coordinate with key stakeholders.
• Passion for food and beverage and exceptional customer service.

Responsibilities

• Conduct weekly observational walkthroughs to ensure service standards in all food and beverage service areas.
• Own the food program pop-up and experiential events calendar and programming to deliver wow factor experiences.
• Manage relationships with key site-level stakeholder groups and support their objectives through unique food experiences.
• Implement client-led, regional, or corporate hospitality initiatives throughout the year.
• Create the daily hospitality content for employees, in collaboration with the GM and onsite team.
• Monitor and evaluate hospitality performance at the site, maintaining regional alignment.
• Manage the internal Hospitality United program for locations, creating messaging and engagements.
• Oversee merchandising and visual experience of spaces, including signage, lighting, and seasonal styling.

Skills

Guest experience

Hospitality standards

Team collaboration

Event/program activations

Job description

Restaurant Associates in New York, NY is seeking a Customer Service Manager to lead guest experiences and hospitality excellence across food and beverage operations. You will guide a team of food service managers and hourly staff, driving engaging activations, merchandising, and best-in-class hospitality.

The role reports to the General Manager and partners with the Regional Business Excellence Director to launch Experience Team initiatives, ensuring memorable guest interactions aligned with our