Director of Hospitality and Guest Engagement (NYC)

Compass Group•Chicago, IL

10d•Onsite

About The Position

Restaurant Associates, a leading provider of dining and event catering for prestigious institutions, is seeking a Director of Hospitality and Guest Engagement. This role supports a high-profile global financial services client, focusing on creating an elevated hospitality experience for employees and visitors. The Director will leverage guest experience data to design and implement innovative strategies, training programs, and service initiatives to enhance satisfaction, foster a strong service culture, and set new standards for excellence across multiple locations. The position is based in New York City and requires 5 days/week onsite, with up to 15% travel to client sites in New York, Chicago, Miami, and Greenwich, CT.

Requirements

Bachelor’s degree in Hospitality Management or a related field (or equivalent experience).
Proven leadership experience in hospitality, fine dining, or food and beverage environments.
Strong track record of building and maintaining high-level client relationships.
Demonstrated expertise in service design, guest engagement, and brand standards.
Excellent communication, presentation, and change management skills.
Familiarity with Medallia or other customer experience platforms (preferred).
Bilingual skills are a plus.

Nice To Haves

Familiarity with Medallia or other customer experience platforms
Bilingual skills

Responsibilities

Provide vision and leadership to create a reimagined, best-in-class employee and client experience.
Serve as the primary point of contact for hospitality and guest engagement for a multi-site client portfolio.
Partner with corporate, client, and on-site leadership teams to set shared goals, develop action plans, and drive measurable outcomes.
Lead guest experience initiatives that consistently improve satisfaction scores and service quality.
Use guest feedback and experience data to create SMART goals and continuous improvement strategies.
Design, communicate, and deliver hospitality training programs that elevate service culture.
Conduct customer satisfaction surveys, facilitate focus groups, and implement findings into actionable improvements.
Stay ahead of hospitality and workplace experience trends to introduce innovative solutions and thought leadership.