Hospitality Experience Lead - Training & Guest Excellence

Compass Group USA; Chicago (IL); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical

Vision

Life Insurance/AD

Disability Insurance

Retirement Plan

Paid Time Off

Holiday Time Off

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

Compass Group USA, via Rapport (a division of FLIK Hospitality Group), is seeking a Hospitality Experience Manager in Chicago. The role partners with leadership to drive guest experience initiatives and training across operations, culinary, HR and marketing.

The position emphasizes hospitality excellence, relationship-building with key clients, and ongoing measurement of customer satisfaction and performance metrics.

Qualifications

• Excellent interpersonal communication skills in verbal and written form.
• Experience managing strategic initiatives in marketing/communications/learning & development or in customer service/operations.
• Detail oriented with strong organizational skills.
• Ability to develop systems and reports for tracking projects and metrics.
• Must be able to present information effectively using PowerPoint and other tools.
• Experience developing Standard Operating Procedures.

Responsibilities

• Initiates and analyzes customer satisfaction surveys and focus groups to gauge hospitality.
• Develops and executes hospitality training and initiatives to improve guest experience.
• Supports operations and culinary teams with hospitality strategies.
• Builds relationships with clients and internal teams to sustain excellence.
• Monitors hospitality KPIs and drives ROI.

Skills

Communication skills

Customer service

Adaptability

Project reporting

Presentation skills

Problem solving

SOP development

Culinary knowledge

Leadership

Education

Bachelor's degree in business/marketing/communications

Job description

Compass Group USA, via Rapport (a division of FLIK Hospitality Group), is seeking a Hospitality Experience Manager in Chicago. The role partners with leadership to drive guest experience initiatives and training across operations, culinary, HR and marketing.

The position emphasizes hospitality excellence, relationship-building with key clients, and ongoing measurement of customer satisfaction and performance metrics.