Hospitality Experience Architect

Rapport Guest Services; San Francisco (CA); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Disability Insurance

Retirement Plan

Paid Time Off

Holiday Time Off

Health and Wellness Programs

Discount Marketplace

Identity Theft Protection

Pet Insurance

Commuter Benefits

Employee Assistance Program

Flexible Spending Accounts

Paid Parental Leave

Personal Leave

Job summary

Rapport, a specialized division of FLIK Hospitality Group, is seeking a Hospitality Experience Manager for United SFO to drive guest experience initiatives in partnership with leadership. The role develops hospitality training, measures guest satisfaction, and supports operations, culinary, HR, and marketing teams.

The ideal candidate has strong leadership, communications, and data-driven problem solving, with a track record in hospitality or service operations and a passion for delivering

Qualifications

• Three-plus years managing high-profile initiatives in marketing/communications/learning & development or five-plus years in customer service/operations.
• College or graduate degree in business, marketing, communications or related field.
• Excellent interpersonal communication skills with all levels of client management.
• Detail oriented with strong organizational skills.

Responsibilities

• Initiates customer satisfaction surveys and focus groups to gauge hospitality at the unit.
• Analyzes data and develops action plans to improve quality of service.
• Supports operational and culinary teams with strategies to drive hospitality excellence.
• Manages the pre-meal experience with operations managers.
• Provides regular hospitality training to managers and associates.
• Builds and maintains strong relationships across the organization and with key clients.
• Identifies improvement opportunities by staying current on customer/industry trends.
• Monitors customer satisfaction KPIs at the unit level to ensure ROI.

Skills

Leadership

Customer service

Communication

Time management

Organizational skills

Problem solving

Data analysis

Training & development

Education

Bachelor's or graduate degree in business/marketing/communications

Tools

PowerPoint

Job description

Rapport, a specialized division of FLIK Hospitality Group, is seeking a Hospitality Experience Manager for United SFO to drive guest experience initiatives in partnership with leadership. The role develops hospitality training, measures guest satisfaction, and supports operations, culinary, HR, and marketing teams.

The ideal candidate has strong leadership, communications, and data-driven problem solving, with a track record in hospitality or service operations and a passion for delivering