Hospitality Excellence Manager

Job Summary

The Hospitality Excellence Manager role reports into the Regional Experience Director. As the User Experience Manager you'll be at the forefront of driving the local transformation of our food and beverage operations. This role will be responsible for cultivating a guest-centric culture that brings convenience, enjoyment, and a sense of community to our food program.

The Hospitality Excellence Manager will oversee, help lead, and support a team of food service managers and hourly associates, guiding them towards excellence in hospitality, culinary innovation, digital engagement, and design. This role will work closely with the Regional Experience Director to spearhead the development and launch of our inaugural Experience Team, ensuring that every guest interaction, from the moment a guest enters to the time they leave, is positive, memorable, and aligned with the Food Program, Compass and RA’s brand's image.

This role is based in Cambridge, MA.

The Great Things You Will Do:

Implement regional strategies and identify new opportunities to deliver best-in-class hospitality experience, such as, but not limited to:

• Service standards all food and beverage service areas

• Personalized food moments through pop-ups and activation

Manage the merchandising and visual experience of the physical space to deliver an inviting and appealing user experience, including, but not limited to:

• Sensory experience (music, scent, lighting)

• Signage and wayfinding

• Merchandising and visual enhancements

• Food presentation

Relationships & Outreach:

• Work in partnership with key client groups to understand their needs and develop experiences that meet those needs
• Partner with site managers, cafe managers, and marketing to drive strategic initiatives
• Monitor and evaluate hospitality performance at the site, while maintaining regional alignment
• Identify training opportunities and implement comprehensive training programs for staff to ensure exceptional customer interaction, handling feedback effectively, and exceeding guest expectations.
• Foster a positive work environment and work with teams to drive empowerment and pride in delivering exceptional food experiences.

Our Ideal Candidate:

• Proven track record of success in developing and implementing strategies to improve the guest experience

• Strong understanding of hospitality standards and best practices

• Ability to work independently without operating in silos. Exhibit strong ability to bring in key stakeholders as needed.

• Have a relentless passion for food and beverage and a commitment to providing exceptional customer service

• Ability to problem solve and tackle problems with objectivity and a can-do attitude. Ability to think strategically and provide concrete plans and solutions.

• Drive communication and collaboration - capability to clearly convey program vision, expectations, and feedback. Encourage active listening in order to foster a space where new ideas are welcomed.

• Emotional Intelligence - drive self awareness of the team's behaviors and the impact it has on the surrounding community. Model empathy and authenticity amongst the team.

• Demonstrate adaptability and strength in adjusting to changing environments with ease and efficiency.

• Motivate and inspire the team - understand what motivates them and how to encourage them to drive their engagement and hospitality.

• 5+ years of experience in the food, beverage, or hotel industry, with a focus on guest experiences