Experience Manager

Compass Group•Los Angeles, CA

10d•$110,000 - $120,000

About The Position

At Wolfgang Puck Catering, the Experience Manager shapes the workplace hospitality journey for guests, clients, and associates by creating engaging programs, building meaningful connections, and championing service excellence. The role supports a high-profile corporate dining and hospitality environment with elevated guest expectations, working alongside culinary, operational, and client partners to foster community, enhance workplace engagement, and create memorable experiences through thoughtful hospitality and personalized service. The position champions a welcoming, inclusive hospitality culture; improves guest satisfaction and service delivery; manages feedback and service recovery; coordinates engagement programming and events; and supports associate development, recognition, and engagement. The Experience Manager works with clients, culinary teams, operations leaders, managers, and associates to align hospitality initiatives with client culture and business objectives.

Requirements

Experience in hospitality, workplace experience, guest services, events, catering, client service, or a related field.
Ability to build strong relationships with clients, guests, associates, and operational partners.
Experience planning, coordinating, and executing events, activations, and engagement programs.
Strong communication, presentation, and interpersonal skills.
Ability to manage multiple priorities while maintaining attention to detail and a guest-focused mindset.
Strong organizational, problem-solving, and project management capabilities.
Comfort using guest feedback and performance data to identify trends and drive improvements.

Nice To Haves

Experience coaching, training, or developing hospitality teams.
Bachelor’s degree in Hospitality, Marketing, Communications, Business, or a related field is preferred.

Responsibilities

Champion a hospitality-first culture that creates welcoming, inclusive, and memorable guest experiences.
Maintain a visible presence in guest-facing areas and proactively identify opportunities to elevate service and engagement.
Lead guest interactions, table touches, and hospitality initiatives to enhance satisfaction.
Represent Wolfgang Puck Catering’s hospitality philosophy and promote personalized service and meaningful connections.
Partner with operations leaders, managers, and culinary teams to improve service standards and execution.
Identify opportunities to improve operational efficiency, guest flow, and service delivery.
Participate in operational walkthroughs to assess hospitality, presentation, cleanliness, and the overall guest experience.
Support executive dining, VIP hospitality, special events, and peak service periods.
Align hospitality initiatives and programming with client culture, business objectives, and workplace engagement goals.
Manage guest feedback programs, monitor satisfaction trends, and analyze guest insights to recommend improvements.
Lead service recovery efforts with professionalism, empathy, and urgency; translate feedback into actionable plans.
Support quality assurance and service evaluation programs.
Develop and execute annual, quarterly, and monthly engagement calendars.
Coordinate tastings, pop-ups, culinary showcases, seasonal promotions, workshops, and special events.
Collaborate with culinary and operations teams to develop innovative concepts.
Track participation, measure engagement, and identify opportunities for enhancements.
Create experiences that encourage community, connection, and workplace engagement.
Coach and support associates on hospitality excellence, guest engagement, and service recovery practices.
Facilitate training sessions, onboarding support, and ongoing hospitality development programs.
Lead associate recognition and engagement initiatives that celebrate achievements and foster a positive workplace culture.
Gather team feedback and partner with leadership to strengthen associate engagement and retention.
Promote collaboration, inclusion, learning, and continuous improvement.