HOSPITALITY EXPERIENCE MANAGER

Compass Group•San Francisco, CA

10d•$85,000 - $95,000•Onsite

About The Position

Rapport is a specialized division of FLIK Hospitality Group, delivering elevated guest and employee experiences across premium environments. Unlike recruitment agencies, Rapport employs its ambassadors directly offering long-term careers, comprehensive benefits, and meaningful development opportunities. We invest in every ambassador from day one with a warm welcome, tailored training, and continuous development. As part of a global hospitality community, Rapport ambassadors collaborate across cultures, share best practices, and build careers that extend far beyond a single location. The Hospitality Experience Manager is responsible for leading and elevating the end-to-end guest experience across United Club and United Polaris Lounges within a major airport environment. This role ensures seamless, world-class service delivery for United's premium travelers while inspiring on-site teams to consistently deliver Rapport’s Platinum Service standards. Coverage may extend to multiple lounges located within the same airport.

Requirements

5+ years of hospitality leadership experience
Ability to remain on your feet for extended periods and frequent movement including walking between locations throughout the workday
Excellent communication and problem-solving skills
Proficiency with Microsoft Office and hospitality systems

Nice To Haves

Airport lounge, airline, or premium hospitality experience preferred

Responsibilities

Own and champion the overall guest experience across United Club and Polaris Lounges
Oversee guest services and service recovery
Partner with culinary, operations, and airport stakeholders
Lead lounge activations and premium service moments
Conduct quality audits and ensure brand compliance
Track and act on guest satisfaction metrics