Hospitality Experience Manager - Training & Growth

Rapport Guest Services; Chicago (IL); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Retirement Plan

Paid Time Off

Holiday Time Off

Commuter Benefits

Employee Assistance Program

Job summary

Rapport Guest Services in Chicago seeks a Hospitality Experience Manager to partner with the Corporate Director of Hospitality and Regional Hospitality Champion to drive initiatives that enhance guest experience and support the company’s mission to deliver hospitality excellence to premier clients.

The role develops, communicates and executes hospitality training, measures guest experience, and leads programs that strengthen team culture; it collaborates with operations, culinary, human

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.

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

Skills

Leadership

Customer service

Communication skills

Problem solving

Time management

Presentation skills

Education

College or graduate degree in business, marketing, communications or related field

Tools

PowerPoint

Job description

Rapport Guest Services in Chicago seeks a Hospitality Experience Manager to partner with the Corporate Director of Hospitality and Regional Hospitality Champion to drive initiatives that enhance guest experience and support the company’s mission to deliver hospitality excellence to premier clients.

The role develops, communicates and executes hospitality training, measures guest experience, and leads programs that strengthen team culture; it collaborates with operations, culinary, human