HOSPITALITY EXPERIENCE MANAGER

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

Position Title: Hospitality Experience Manager - United SFO

Pay 15

Salary: $85000 - $95000 / year

Other Forms of Compensation

Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning and conference center management. Distinct from recruitment agencies, we do not engage in temporary contracts. Our commitment is to foster long-term career development, allowing ambassadors to enjoy the comprehensive benefits of working directly with us.

Rapport invests in all of its ambassadors, allowing them to attain their career aspirations. It starts with a warm welcome to our business, followed by an individual training and development program. You’ll be encouraged to become the very best you can be throughout your career here, and will be provided with the skills to step into your next big role.

Becoming a Rapport ambassador means becoming part of a global community, collaborating with diverse talents, sharing ideas, and experiencing a workplace culture that extends beyond local boundaries. Your journey with us is more than just a job: it’s a meaningful career.

Job Summary

Working as the Hospitality Manager, you will work in partnership with the Corporate Director of Hospitality and the Regional Hospitality Champion to drive initiatives that positively impact customer experience and support the company’s mission to deliver hospitality excellence to premier clients. The Hospitality Manager will develop, communicate and execute hospitality training efforts, measurement of guest experience and initiatives that enhance team culture. This position will work closely to support various teams including: operations, culinary, human resources, and marketing.

Key Responsibilities

• Initiates customer satisfaction surveys and focus groups to gauge the Company’s hospitality at the unit
• Analyzes data and develops action plans based on facts to improve quality of service
• Supports the operational and culinary teams with strategies to drive hospitality excellence
• Manages the pre meal experience with operations managers
• Works with Corporate Director of Hospitality & Culture and Regional Hospitality Champion to provide regular hospitality training to managers & 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

Preferred Qualifications

• Three plus years managing high profile, strategic initiatives in marketing/communications/learning & development (retail, hospitality, restaurant) or five plus years in customer service or operations role
• College or graduate degree in business, marketing, communications or related field
• Passion, knowledge and appreciation of culinary arts, food and dining
• Excellent interpersonal communication skills - both verbal and written; ability to communicate with all levels of client management; tact in working with professional peers from other departments and all subordinates
• Detail oriented with strong organizational skills
• Ability to develop systems and reports for tracking projects and metric alignment
• Ability to effectively present information and respond to questions in one-on-one and small group situations to customers, clients, other employees and the general public, using PowerPoint as well as other mainstream software and technology
• Problem solving skills - ability to communicate operational challenges, with recommended solutions where possible
• A flexible working style for a fast-paced, dynamic environment where only limited standardization exists
• Excellent time management skills
• Demonstrated experience in development of Standard Operating Procedures

Rapport is a specialized division of FLIK Hospitality Group and a member of Compass Group USA

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.

Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/

Applications are accepted on an ongoing basis.

Rapport maintains a drug-free workplace.

Associates In Rapport Are Offered Many Fantastic Benefits

• Medical
• Dental
• 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
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• 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.

https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_FlikHospitality.pdf

Rapport a specialized division of FLIK Hospitality Group