GUEST EXPERIENCE MANAGER

Compass Group USA; New York (NY); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Medical

Vision

Life Insurance/ AD

Disability Insurance

Retirement Plan

Paid Time Off

Holiday Time Off (varies by site/state

Associate Shopping Program

Health and Wellness Programs

Discount Marketplace

Identity Theft Protection

Pet Insurance

Employee Assistance Program

Flexible Spending Accounts (FSAs)

Personal Leave

Job summary

Eurest is seeking a hospitality-obsessed Guest Experience Manager to elevate service across a national corporate dining portfolio. You will coordinate onsite service teams, train staff on engagement systems, and use metrics to close gaps.

This is an on-site role with 3–4 days/week in various locations and 50–70% travel. Lead guest experience strategy, develop relationships with clients, and drive KPIs while collaborating with portfolio leadership to deliver wow-worthy experiences across multiple

Qualifications

• 5+ years in hospitality with food & beverage management, including leading training
• High level knowledge of fine dining, food & wine pairing, and service steps
• Comfortable in a fast-paced environment
• Experience in restaurant/food service staff management and development
• Strong familiarity with project management software and best practices
• Proven ability to complete projects within scope, budget, and timeline
• Ability to identify and track KPIs and train across levels
• Proficient with MS Word, Excel, Outlook and restaurant software

Responsibilities

• Owns the guest experience strategy for a multi-state portfolio to provide top-notch service
• Drives relationship-building with client and achievement of KPIs
• Conducts engagement tours and reviews locations for guest experience improvements
• Leads hands-on training with staff on service standards and technologies
• Implements Platinum Service standards across teams to optimize service delivery
• Plans activations/celebrations with onsite culinary and management teams
• Audits and coaches staff on guest communication, merchandising, and safety standards
• Manages hospitality service projects from scope to measurement

Skills

Guest experience leadership

Training development

Project management

Communication skills

Microsoft Office proficiency

Tools

Project management software

POS systems

Microsoft Office

Job description

As the leader in business and industry dining, Eurest is the company to join if you want a rewarding career packed with limitless opportunities. We feed the employees of the nation's largest and most-prestigious companies -- in every state and across all industries. As a member of Eurest's leadership and professional support team, you will help our 16,000 chefs, and in-unit associates excel as they deliver world-class meals in corporate cafes and executive dining rooms with on-site catering through vending innovations and more.

Our company is innovative, high performing and fast growing. Our teammates are enthusiastic, committed to quality and thrive on consistently delivering unparalleled results. And did we mention we work with exciting companies and at interesting locations?Come grow your career with Eurest.

Job Summary

Eurest is seeking a hospitality obsessed Guest Experience Manager to drive exceptionally elevated service across a prestigious, sizeable national corporate dining portfolio. This person is instrumental in assessing hospitality operations, steps of service, service recovery - in short, all the touch points that turn "ok" service into "wow worthy" execution. TheGuest Experience Manager partners with portfolio leadership to optimize the guest and employee experience by coordinating onsite service teams, training team members on enhanced engagement systems, and utilizing key metrics to track and close service delivery gaps. Please note - this is an in unit role - you'll be on site 3 to 4 days per week (locally / regionally / nationally). Expected travel at 50% - 70%

Key Responsibilities: Experience Facilitation

• Owns the guest experience strategy for a multi state portfolio, 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 Eurest 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

Project Management

• Determines and defines hospitality service projects - scope and objectives
• Predicts resources needed to reach objectives and manage resources in an effective and efficient manner
• Measures project performance to identify areas for improvement

Qualifications

• 5+ years of previous experience in hospitality, with food and beverage management, to include experience with leading training development & implementation efforts that drive exceptional guest service
• High level knowledge of fine dining, food & wine pairing, and steps of service
• 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
• 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 KPIs
• Excellent verbal and written communication skills - you're an emotionally intelligent, proactive communicator who can effectively train & message across all levels of associates
• 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

Associates at Eurest are offered many fantastic benefits.

• Medical
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Personal Leave

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland,or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.

Compass Group is an equal opportunity employer. At Compass, 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. 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, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.

Eurest maintains a drug‑free workplace.

Applications are accepted on an ongoing basis.