GUEST EXPERIENCE MANAGER

Compass Group•New York, NY

7d•$100,000 - $110,000•Hybrid

About The Position

Eurest is seeking a hospitality obsessed Guest Experience Manager to drive exceptionally elevated service across a prestigious, sizeable national corporate dining portfolio. This person is instrumental in assessing hospitality operations, steps of service, service recovery - in short, all the touch points that turn "ok" service into "wow worthy" execution. The Guest Experience Manager partners with portfolio leadership to optimize the guest and employee experience by coordinating onsite service teams, training team members on enhanced engagement systems, and utilizing key metrics to track and close service delivery gaps. Please note - this is an in unit role - you'll be on site 3 to 4 days per week (locally / regionally / nationally). Expected travel at 50% - 70%

Requirements

5+ years of previous experience in hospitality, with food and beverage management, to include experience with leading training development & implementation efforts that drive exceptional guest service
High level knowledge of fine dining, food & wine pairing, and steps of service
Comfortable in an ever-changing and fast-paced environment
Strong familiarity with project management software tools, methodologies, and best practices
Proven ability to complete projects according to outlined scope, budget, and timeline
Ability to identify and track relevant KPIs
Excellent verbal and written communication skills - you're an emotionally intelligent, proactive communicator who can effectively train & message across all levels of associates
Must be able to use relevant computer applications (Microsoft word, excel, outlook; restaurant-specific software including point-of-sale registers and business metric applications preferred)
Proven ability to solve problems creatively with attention to detail and critical thinking skills
Passion for the latest trends and innovations in hospitality and food services

Nice To Haves

A working knowledge of food preparation and presentation is preferred
Experience in restaurant/food service staff management and development is preferred

Responsibilities

Owns the guest experience strategy for a multi state portfolio, with the goal of providing top-notch service to the client, and our guests
Drives and develops self and team towards building strong relationships with the client and achievement of key performance indicators
Conducts engagement tours and daily reviews of all locations related to guest experience, noting areas of improvement and areas of success
Conducts hands-on, in-person training with new and existing staff on service standards, role requirements & technologies
Reviews existing service standards and implements Platinum Service standards into the employee/guest experience through the collaboration of the different service teams to optimize service delivery including but not limited to Pre-Shift Huddles
Collaborates and plans activations/celebrations to engage guests with the onsite culinary and management team
Oversees client and Eurest standards through auditing and coaching/course correcting all staff members in areas of, but not limited to, guest-facing communication, merchandising, uniform compliance, environmental and food safety, service recovery
Determines and defines hospitality service projects - scope and objectives
Predicts resources needed to reach objectives and manage resources in an effective and efficient manner
Measures project performance to identify areas for improvement