HOSPITALITY SERVICES MANAGER - ORD
About The Position
Rapport, a specialized division of FLIK Hospitality Group, is hiring a Hospitality Experience Manager to support United Airlines’ premium lounges at Chicago O’Hare International Airport. The position focuses on improving guest experiences across multiple United Club lounge locations and helping establish high standards for luxury airport hospitality. The manager works with operational leaders, culinary experts, hospitality teams, and client partners to enhance the guest journey and build a workplace culture that supports associates and guests. The role includes coaching frontline teams, developing and facilitating training, gathering and analyzing guest feedback and operational data, and turning findings into service improvement plans. The manager also collaborates with culinary and operations teams on food, beverage, and service experiences; supports pre-service meetings; monitors customer satisfaction measures; and helps maintain service standards and operating procedures. Rapport describes its roles as long-term career opportunities rather than temporary contracts, and offers training and development to support career growth.
Requirements
- At least 3 years of experience leading hospitality, training, guest experience, marketing, communications, or learning and development initiatives in hospitality, restaurant, retail, travel, or service-focused industries; alternatively, at least 5 years of progressive experience in hospitality operations, customer service management, food service, hotels, airlines, or premium-member environments.
- Strong presentation and facilitation skills, including 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 translate insights into meaningful service improvements.
- Strong project management, organizational, and multitasking abilities.
- Experience developing service standards, training materials, and standard operating procedures.
- Adaptability and comfort working in a dynamic, fast-paced environment.
- Proficiency with Microsoft Office Suite, PowerPoint, and business reporting tools.
- Strong problem-solving skills and ability to identify challenges and implement effective solutions.
Nice To Haves
- Bachelor’s degree in Business, Hospitality Management, Marketing, Communications, or a related field.
- Passion for food, beverage, culinary trends, and creating exceptional dining experiences.
Responsibilities
- Lead and promote hospitality initiatives to enhance the guest experience across United Club lounge operations.
- Observe, coach, and mentor frontline teams to deliver exceptional, personalized service.
- Design and facilitate hospitality training programs for managers and associates, supporting consistent service standards across locations.
- Conduct guest satisfaction surveys, focus groups, and feedback sessions to identify improvement opportunities.
- Analyze guest experience data, customer feedback, and operational metrics and develop actionable service improvement plans.
- Partner with culinary and operations teams to create elevated food, beverage, and service experiences.
- Support and improve pre-service meetings so teams begin each shift aligned, engaged, and guest-focused.
- Monitor hospitality and customer satisfaction KPIs and work toward measurable results and return on investment.
- Build relationships with client partners and key stakeholders and serve as a hospitality advisor.
- Monitor hospitality, travel, dining, and service trends and introduce innovative ideas and best practices.
- Promote employee engagement, recognition, and a positive workplace culture.
- Help develop, implement, and maintain service standards, operating procedures, and hospitality best practices.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life and AD insurance
- Disability insurance
- Retirement plan
- Paid time off
- Holiday time off, varying by site and state
- Associate Shopping Program
- Health and Wellness Programs
- Discount Marketplace
- Identity Theft Protection
- Pet Insurance
- Commuter Benefits
- Employee Assistance Program
- Flexible Spending Accounts
- Paid Parental Leave
- Personal Leave
- Additional paid and/or unpaid time off may be available in accordance with applicable laws.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
