HOSPITALITY EXPERIENCE MANAGER

Rapport is a specialized division of FLIK Hospitality Group focused on guest and employee services, meeting and event planning, and conference center management. We foster long-term career development and provide comprehensive benefits, training, and opportunities for growth. As a Rapport ambassador, you’ll join a global community and build a meaningful career.

About the role

As the Hospitality Experience Manager, you will partner with the Corporate Director of Hospitality and the Regional Hospitality Champion to drive initiatives that enhance customer experience and support the company’s mission of hospitality excellence. You will develop and execute hospitality training, measure guest experience, and enhance team culture while collaborating with operations, culinary, human resources, and marketing teams.

Responsibilities

• Initiate customer satisfaction surveys and focus groups to assess hospitality performance at the unit level.
• Analyze data and develop action plans to improve service quality.
• Support operational and culinary teams with strategies to drive hospitality excellence.
• Manage the pre-meal experience with operations managers.
• Provide regular hospitality training to managers and associates in collaboration with leadership.
• Build and maintain strong relationships across the organization and with key clients.
• Identify improvement opportunities by staying current on customer and industry trends.
• Monitor customer satisfaction KPIs at the unit level to ensure ROI.

Qualifications

• Three or more years managing high-profile, strategic initiatives in marketing, communications, learning & development (retail, hospitality, restaurant), or five or more years in customer service or operations.
• College or graduate degree in business, marketing, communications, or a related field.
• Passion, knowledge, and appreciation of culinary arts, food, and dining.
• Excellent interpersonal, verbal, and written communication skills; ability to engage with all levels of client management and peers.
• Detail-oriented with strong organizational skills.
• Ability to develop systems and reports for tracking projects and aligning metrics.
• Proficiency in presenting information and responding to questions in one-on-one and small group settings using PowerPoint and other mainstream software.
• Strong problem-solving skills, including the ability to communicate operational challenges and recommend solutions.
• Flexible working style suited for a fast-paced, dynamic environment with limited standardization.
• Excellent time management skills.
• Demonstrated experience in developing Standard Operating Procedures.

Benefits

• Medical, dental, and vision insurance.
• Life insurance and AD&D.
• Disability insurance.
• Retirement plan.
• Paid time off and holiday time off (varies by site/state).
• Associate shopping program.
• Health and wellness programs.
• Discount marketplace.
• Identity theft protection.
• Pet insurance.
• Commuter benefits.
• Employee Assistance Program.
• Flexible Spending Accounts (FSAs).
• Paid parental leave.
• Personal leave.
• Eligibility for additional paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws.

Pay

$85,000 - $95,000 per year.