Hospitality Experience Manager

Compass Group•Chicago, IL

1d•$85,000 - $95,000

About The Position

Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning and conference center management. Rapport invests in all of its ambassadors, allowing them to attain their career aspirations. It starts with a warm welcome to our business, followed by an individual training and development program. You’ll be encouraged to become the very best you can be throughout your career here, and will be provided with the skills to step into your next big role. Becoming a Rapport ambassador means becoming part of a global community, collaborating with diverse talents, sharing ideas, and experiencing a workplace culture that extends beyond local boundaries. Your journey with us is more than just a job: it’s a meaningful career. Working as the Hospitality Manager, you will work in partnership with the Corporate Director of Hospitality and the Regional Hospitality Champion to drive initiatives that positively impact customer experience and support the company’s mission to deliver hospitality excellence to premier clients. The Hospitality Manager will develop, communicate and execute hospitality training efforts, measurement of guest experience and initiatives that enhance team culture. This position will work closely to support various teams including: operations, culinary, human resources, and marketing.

Requirements

Three plus years managing high profile, strategic initiatives in marketing/communications/learning & development (retail, hospitality, restaurant) or five plus years in customer service or operations role
College or graduate degree in business, marketing, communications or related field
Passion, knowledge and appreciation of culinary arts, food and dining
Excellent interpersonal communication skills – both verbal and written; ability to communicate with all levels of client management; tact in working with professional peers from other departments and all subordinates
Detail oriented with strong organizational skills
Ability to develop systems and reports for tracking projects and metric alignment
Ability to effectively present information and respond to questions in one-on-one and small group situations to customers, clients, other employees and the general public, using PowerPoint as well as other mainstream software and technology
Problem solving skills - ability to communicate operational challenges, with recommended solutions where possible
A flexible working style for a fast-paced, dynamic environment where only limited standardization exists
Excellent time management skills
Demonstrated experience in development of Standard Operating Procedures

Responsibilities

Initiates customer satisfaction surveys and focus groups to gauge the Company’s hospitality at the unit
Analyzes data and develops action plans based on facts to improve quality of service
Supports the operational and culinary teams with strategies to drive hospitality excellence
Manages the pre meal experience with operations managers
Works with Corporate Director of Hospitality & Culture and Regional Hospitality Champion to provide regular hospitality training to managers & associates
Builds and maintains strong relationships across the organization and with key clients
Identifies improvement opportunities by staying current on customer/industry trends
Monitors customer satisfaction KPIs at the unit level to ensure ROI