HOSPITALITY MANAGER

Compass Group•New York, NY

32d•$125,000 - $135,000

About The Position

ESFM is the corporate facilities management (FM) division of Compass Group USA, a Gold-level Corporate Sustaining Partner of the International Facility Management Association (IFMA), and a Platinum Corporate Member of the Association of Energy Engineers (AEE). ESFM self-performs 80% of all FM services provided to clients. Our portfolio of solution categories includes Facilities Maintenance & Engineering, ESG Programming, Laboratory Support Services, Janitorial & Industrial Cleaning, Landscaping & Grounds Management, Workplace Solutions and Managed Services. This self-performance model creates a consistent hospitality experience for clients, resulting in higher engagement and productivity from their employees. ESFM’s clients include many household names from the life sciences, technology, oil & gas and manufacturing markets. This position is eligible for an Employee Referral Bonus! If you know someone that is qualified for this role, please use the ‘job search’ in PeopleHub to refer your referral and email them a link to apply. Your referral will be able to apply by clicking the link in the email. You can check the status through your profile, accessible via Careers in PeopleHub, by clicking on ‘referral tracking.’ For Employee Referral guidelines, FAQs and the Compass Employee Referral Policy, email [email protected]. Job SummaryThe Hospitality and Experience Manager plays a pivotal role in overseeing a diverse portfolio of client locations across multiple markets. Serving as the primary point of contact for client projects and escalations, the RRM partners closely with front-line managers to ensure compliance with operational standards, financial performance goals, hospitality training, and safety protocols. This position reports to the Regional Director of Operations and supports a complex network of Site Managers and team leads. The role is primarily based in the New York and New Jersey metropolitan area, with responsibility for providing support across the Northeast and, as needed, the West Coast.

Requirements

Bachelor’s degree or equivalent combination of education and experience in customer success, account management, or professional services
Minimum of five (5) years of B&I experience

Responsibilities

Develops financial forecasts and budgets; balances programs and resources across assigned accounts
Accountable for achieving financial goals and performance targets
Ensures accuracy and timeliness of financial reporting, data, and key performance metrics
Reviews and analyzes financial statements, weekly operating reports, and other performance data
Monitors and audits accounting, control processes, and financial compliance within assigned accounts
Maintains high levels of client satisfaction to support account retention and growth
Administers client and customer surveys and responds promptly and effectively to feedback
Ensures all employees demonstrate an aggressive hospitality and respect-driven service culture
Promotes client awareness of program options and available corporate resources
Monitors and ensures compliance with client contract terms and service level agreements
Partners with clients to customize programs to meet site-specific needs
Evaluates and enhances the effectiveness of client communications, reinforcing ESFM’s value proposition
Supports development and execution of district/unit business plans and client reporting as needed
Increases regional revenue and operating profit through service expansion and growth initiatives
Maintains awareness of competitive landscape and market conditions, both internal and external
Coordinates with cross-functional teams during reassessment, resale, and rebid processes
Leverages ESFM and Compass Group resources to maximize regional performance
Identifies and recommends new sales and organic growth opportunities
Actively participates in bids and sales processes in collaboration with the Regional Director and Sales teams
Plans, organizes, directs, and supervises regional operations and activities
Establishes and enforces operational standards, workflows, policies, and procedures
Promotes and exemplifies corporate culture, values, and management philosophy
Demonstrates proactive leadership in achieving business goals and performance plan targets
Ensures consistent implementation of corporate and divisional compliance programs across districts
Conducts regular in-person and virtual site visits to maintain engagement, visibility, training, and operational oversight
Ensures appropriate staffing levels and productivity across assigned accounts
Participates in workforce planning and implementation of human resource strategies
Leads recruitment, selection, and onboarding of management and front-line team members
Maintains and updates job descriptions for departmental staff
Oversees employee relations programs and ensures consistent application across the region
Encourages innovation, creativity, and continuous improvement among team members
Recognizes and rewards successful program implementation and performance achievements
Ensures compliance with all human resource policies, wage and benefit administration, and labor standards
Develops succession plans and provides growth and advancement opportunities for high-potential leaders
Promotes participation in training and professional development programs
Coaches and counsels managers and hourly associates, providing ongoing feedback and performance development
Performs additional duties and oversees supplemental site locations as assigned