HOSPITALITY EXPERIENCE MANAGER

Compass Group USA; San Francisco (CA); 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

Rapport is a specialized division of FLIK Hospitality Group, delivering elevated guest and employee experiences across premium environments. The role leads end-to-end guest experience for United Club and United Polaris Lounges in a major airport, ensuring world-class service and inspiring on-site teams to uphold Rapport’s Platinum standards.

As Hospitality Experience Manager, you will oversee guest services, coordinate with culinary and operations, conduct quality audits, and track guest

Qualifications

• 5+ years of hospitality leadership experience.
• Excellent communication and problem-solving skills.
• Proficiency with Microsoft Office and hospitality systems.

Responsibilities

• Own and champion the overall guest experience across United Club and Polaris Lounges.
• Oversee guest services and service recovery; partner with culinary, operations, and airport stakeholders.
• Lead lounge activations and premium service moments.
• Conduct quality audits and ensure brand compliance.
• Track and act on guest satisfaction metrics.

Skills

Hospitality leadership

Communication skills

Problem-solving

Microsoft Office

Tools

Hospitality systems

Job description

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Salary:$85000 - $95000 / year

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

Rapport is a specialized division of FLIK Hospitality Group, delivering elevated guest and employee experiences across premium environments. Unlike recruitment agencies, Rapport employs its ambassadors directly offering long-term careers, comprehensive benefits, and meaningful development opportunities.

We invest in every ambassador from day one with a warm welcome, tailored training, and continuous development. As part of a global hospitality community, Rapport ambassadors collaborate across cultures, share best practices, and build careers that extend far beyond a single location.

Position Overview

The Hospitality Experience Manager is responsible for leading and elevating the end-to-end guest experience across United Club and United Polaris Lounges within a major airport environment. This role ensures seamless, world-class service delivery for United's premium travelers while inspiring on-site teams to consistently deliver Rapport’s Platinum Service standards. Coverage may extend to multiple lounges located within the same airport.

Key Responsibilities:

• Own and champion the overall guest experience across United Club and Polaris Lounges
• Oversee guest services and service recovery Partner with culinary, operations, and airport stakeholders
• Lead lounge activations and premium service moments
• Conduct quality audits and ensure brand compliance
• Track and act on guest satisfaction metrics

Qualifications & Experience:

• 5+ years of hospitality leadership experience
• Ability to remain on your feet for extended periods and frequent movement including walking between locations throughout the workday
• Airport lounge, airline, or premium hospitality experience preferred
• Excellent communication and problem-solving skills
• Proficiency with Microsoft Office and hospitality systems

Hours of Work & Shift Expectations:

• Full time role scheduled based on operational needs of United Club and United Polaris Lounges
• Flexibility to work early mornings, evenings, weekends and holidays
• Schedules may vary due to flight volumes, lounge capacity and special events
• Fully onsite role

Why Join Rapport?

At Rapport, your role is more than hospitality—it’s a career journey. Ambassadors receive personalized development, competitive compensation, comprehensive benefits, and opportunities for growth within FLIK Hospitality Group and Compass Group’s global network.

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.

Applications are accepted on an ongoing basis.

Rapport maintains a drug-free workplace.

Associates in Rapport 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.

Rapport a specialized division of FLIK Hospitality Group