Guest Experience Manager - Redmond, WA

Compass Group•Redmond, WA

1d•$90,000 - $100,000

About The Position

As the leader in business and industry dining, Eurest is the company to join if you want a rewarding career packed with limitless opportunities. We feed the employees of the nation's largest and most-prestigious companies -- in every state and across all industries. As a member of Eurest's leadership and professional support team, you will help our 16,000 chefs, and in-unit associates excel as they deliver world-class meals in corporate cafes and executive dining rooms with on-site catering through vending innovations and more. Our company is innovative, high performing and fast growing. Our teammates are enthusiastic, committed to quality and thrive on consistently delivering unparalleled results. And did we mention we work with exciting companies and at interesting locations? Come grow your career with Eurest.Job SummaryThe Guest Experience Lead is responsible for overseeing the operational aspects of a facility, ensuring effective resource management, maintaining service standards, and building strong relationships with internal and external stakeholders. This role involves managing the Guest Experience and Furniture & Logistics teams, coordinating operations, overseeing the facility budget, maintenance, and related projects. The Guest Experience Lead’s primary goal is to ensure smooth daily operations while maintaining a safe and welcoming environment for clients and guests.

Requirements

Bachelor’s degree.
Extensive experience with Microsoft products and knowledge of current industry trends. Highly proficient in MS Office (Outlook, Word, Excel, PowerPoint).
Ability to quickly learn new tools/software and adapt to changing technology.
1-2 years of project management or operations experience, including planning, coordinating, and executing multiple projects simultaneously, ensuring deadlines and budgetary constraints are met while maintaining high-quality standards.
5+ years of managerial experience focusing on team management, coaching, talent retention, and individual development.
5+ years of experience in hospitality or high-level customer service environment, demonstrating expertise in client interaction and service delivery.
Interpersonal and Customer Service Skills: Ability to effectively interact with clients at all levels of the business.
Communication Skills: Outstanding verbal and written communication skills, capable of collaborating with diverse teams and stakeholders.
Organizational and Multitasking Skills: Ability to prioritize and execute tasks in a dynamic, fast-paced environment.
Self-Starter: Independent, determined, and able to manage competing priorities and tasks simultaneously.
Cross-Functional Project Management: Proven experience driving successful projects across multiple teams.
Strategic Thinking and Problem-Solving: Ability to think strategically and resolve complex business challenges.

Nice To Haves

Hospitality experience preferred.

Responsibilities

Operational Liaison: Serve as the primary point of contact for all facility matters, acting as a liaison between the Compass team, Microsoft clients, and stakeholders.
Facility Operations Oversight: Manage all aspects of facility operations, including maintenance, construction, updates, and repairs, ensuring optimal performance and functionality.
Project Coordination: Lead and manage multiple facility projects simultaneously, prioritizing tasks, and ensuring timely execution in a fast-paced environment.
Vendor Coordination: Work closely with RE&F service providers and various vendors (technology, catering, janitorial, maintenance, and security services) to streamline processes and maintain seamless experience for guests.
Budget Management: Oversee and manage the facility budget, including corporate credit card expenditures, creating purchase orders (POs), tracking project costs, handling invoices, and managing capital expenses.
Relationship Building: Build and foster long-term relationships with associates, clients, stakeholders, and internal teams to promote collaboration, team morale, and a positive work environment.
Process Improvement: Continuously review and assess the effectiveness of policies and procedures, identifying and implementing improvements to increase efficiency and service quality.
Second Level Response to Guest Escalations: Serve as the secondary point of contact for escalated customer issues, taking ownership of unresolved concerns.
Health, Safety & Security: Ensure strict compliance with all health, safety, and security protocols. Address and report any incidents or hazards promptly to maintain a safe environment.
Miscellaneous Responsibilities: Manage additional tasks as needed to support team operations, meet business objectives, and uphold service standards, including ad-hoc projects and duties driven by changing business needs.
Supervisory Responsibilities: Lead the Guest Experience and Furniture & Logistics teams, providing guidance, support, and oversight of their day-to-day service levels and performance. Ensure that all service level agreements (SLAs) are met and the team operates efficiently, delivering exceptional service and meeting operational goals.
Manage all aspects of talent management, including goal setting, performance monitoring, training oversight, evaluations, and addressing performance deficiencies for continuous improvement.
Foster long-term relationships with associates and clients, promoting a collaborative, trusting, and successful team dynamic.
Oversee staffing responsibilities, including hiring, onboarding, transfers, and terminations. Manage employee relations within a unionized environment, ensuring compliance with collective bargaining agreements and addressing labor-related issues.
Manage payroll, scheduling, and attendance, ensuring compliance with operational requirements and accuracy.