CULTURE & EXPERIENCE MANAGER (Campus Dining)- The George Washington University - Washington, DC

Compass Group•Riverdale Park, MD

14d•$80,000 - $85,000•Onsite

About The Position

The Culture & Experience Manager is responsible for leading, embedding, and sustaining Chartwells’ Signature Service culture across dining operations at The George Washington University. This role focuses on building a hospitality-driven environment where associates consistently deliver elevated, personalized guest experiences through daily operational execution, coaching, and culture-building initiatives.

Requirements

3+ years of experience in hospitality, dining services, customer experience, or service-driven environments.
Strong facilitation, coaching, and training skills with the ability to translate standards into actionable behaviors.
Excellent communication and storytelling skills with the ability to engage frontline associates and leadership.
Passion for hospitality and guest experience, with a commitment to service excellence.
Ability to thrive in a fast-paced, dynamic environment while balancing strategic initiatives with hands-on execution.
Experience using data and insights to identify service gaps and drive continuous improvement.

Nice To Haves

Bachelor’s degree or equivalent experience in hospitality, foodservice, business, or related field.
Proven ability to build and sustain high-performing, guest-focused service cultures.

Responsibilities

Lead the execution of Signature Service within assigned dining operations, ensuring it is embedded as a consistent, repeatable hospitality behavior.
Operationalize Signature Service and Unreasonable Hospitality through structured tools, training, and on-the-floor support.
Coach leaders and frontline associates to deliver welcoming, personalized, and genuine guest experiences.
Ensure Signature Service is reflected in daily huddles, leadership walks, onboarding, recognition practices, service recovery, and peak-period execution.
Foster a service-forward culture where associates are engaged, empowered, and connected to the campus community.
Reinforce service standards through storytelling, recognition programs (e.g., Signature Love), and team celebrations.
Partner with Human Resources, unit leadership, and the Vice President of Operations (VPO) to implement engagement and recognition initiatives aligned with company values.
Identify operational or cultural barriers impacting service delivery and collaborate with leadership to drive solutions.
Provide training, tools, and ongoing coaching to managers, supervisors, and frontline teams to support exceptional guest experiences.
Conduct service observations, leadership walks, and feedback sessions to reinforce hospitality behaviors in real-time.
Support teams in anticipating guest needs, personalizing interactions, and building meaningful campus relationships.
Develop and mentor service champions and peer coaches to sustain long-term behavioral adoption.
Develop and implement practical tools such as playbooks, checklists, and training resources to drive consistency and scalability.
Partner cross-functionally with culinary, marketing, finance, HR, safety, and operations teams to align service initiatives with overall business objectives.
Support high-impact moments including new unit openings, transitions, peak periods, special events, and client engagements.
Monitor key service performance indicators, including guest feedback, associate engagement, and training adoption.
Share insights and recommendations with the Sector Senior Director of Signature Service and VPO.
Develop and implement action plans based on performance trends and feedback.
Promote operational discipline while demonstrating how efficiency enables stronger hospitality and improved guest experiences.