HOSPITALITY EXPERIENCE MANAGER

Compass Group•San Francisco, CA

23h•$85,000 - $95,000•Onsite

About The Position

The Hospitality Experience Manager supports United Airlines’ premium lounges at San Francisco International Airport and champions hospitality excellence across multiple United Club lounge locations. The role helps shape memorable guest experiences and establish luxury airport lounge service standards while promoting a positive, engaging culture for associates. Working with operational leaders, culinary experts, and hospitality teams, the manager observes, coaches, and mentors frontline staff; develops and delivers training; gathers and analyzes guest feedback and operational data; and partners with culinary and operations teams to improve food, beverage, and service experiences. The role also collaborates with corporate and regional hospitality leaders, Operations Managers, Human Resources, Marketing, client partners, and other stakeholders to improve the guest journey and implement service standards and best practices. The position calls for a hospitality-driven leader with strong presentation, communication, analytical, project management, and problem-solving skills. The posting lists a salary of $85,000–$95,000. Rapport associates are offered benefits including medical, dental, vision, life and disability insurance, a retirement plan, paid time off, and other programs.

Requirements

Strong presentation and facilitation skills, with experience delivering training to diverse audiences.
Excellent verbal and written communication skills and the ability to influence stakeholders at all levels.
Ability to analyze data and turn insights into meaningful service improvements.
Strong project management, organizational, and multitasking abilities.
Highly adaptable and comfortable working in a dynamic, fast-paced environment.
Proficiency with Microsoft Office Suite, PowerPoint, and business reporting tools.
Strong problem-solving skills and the ability to identify challenges and implement effective solutions.

Nice To Haves

3+ years of experience leading high-impact hospitality, training, guest experience, marketing, communications, or learning and development initiatives in hospitality, restaurant, retail, travel, or service-focused industries; alternatively, 5+ years of progressive experience in hospitality operations, customer service management, food service, hotel, airline, or premium-member environments.
Bachelor's degree in Business, Hospitality Management, Marketing, Communications, or a related field.
Passion for food, beverage, culinary trends, and creating exceptional dining experiences.
Experience developing service standards, training materials, and Standard Operating Procedures (SOPs).

Responsibilities

Lead and inspire hospitality initiatives that enhance the guest experience across United Club lounge operations.
Observe, coach, and mentor frontline teams to deliver exceptional, personalized service that exceeds guest expectations.
Design and facilitate hospitality training programs for managers and associates to support consistent service standards across locations.
Conduct guest satisfaction surveys, focus groups, and feedback sessions to identify opportunities for continuous improvement.
Analyze guest experience data, customer feedback, and operational metrics to develop actionable service improvement plans.
Partner with culinary and operations teams to create elevated food, beverage, and service experiences.
Support and enhance pre-service meetings so teams begin each shift aligned, engaged, and guest-focused.
Monitor hospitality and customer satisfaction KPIs and support measurable results and return on investment.
Build relationships with client partners and key stakeholders and serve as a trusted hospitality advisor.
Track emerging hospitality, travel, dining, and service trends and introduce innovative ideas and best practices.
Drive initiatives that promote employee engagement, recognition, and a positive workplace culture.
Assist in developing, implementing, and maintaining service standards, operating procedures, and hospitality best practices.