Hospitality Excellence Manager

Job Summary

The Hospitality Excellence Manager role is responsible for cultivating a guest-centric culture that brings creativity, convenience, enjoyment, and a sense of community to our food program. As the Hospitality Excellence Manager, you'll be at the forefront of driving the local transformation of our food and beverage operations through engaging activations, enhanced merchandising, and best-in-class hospitality.

The Hospitality Excellence Manager will collaborate with and support a team of food service managers and hourly associates, guiding them toward excellence in hospitality, culinary innovation, digital engagement, and design. This role will report to the General Manager and 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 image.

This is based in Cambridge, MA

The Great Things You Will Do:

Implement regional strategies and identify new opportunities to deliver best-in-class food, service, and hospitality experiences, such as:

• Conduct weekly (or as needed, varying by region) observational walk-through to ensure service standards in all food and beverage service areas are being met. Findings should be discussed with the GM, and follow-up actions led by the Hospitality Manager (HM).

• Own the end-to-end food program pop-up and experiential events calendar and programming to deliver "wow factor" experiences (100+ activations per year, varying in size).

  Manage the relationship with key stakeholder groups at the site level (e.g., Greenglers, HOLA, Pride@, etc.) and support their objectives through unique food experiences.

• Be responsible for implementing client-led, regional, or Compass @ Google initiatives throughout the year (e.g., food team internal campaigns like Chef Appreciation Week, Be The Difference, etc.).

• Lead the revamp of the daily "hospitality at pre-meal" experience for our employees, in collaboration with the GM and onsite management team.

• Monitor and evaluate hospitality performance at the site, while maintaining regional alignment.

  Program manage the company's internal "CARE" hospitality program for your locations, creating messaging, novel engagements, and intentional ways to enhance our internal hospitality.

Manage the merchandising and visual experience of physical spaces to deliver an inviting and appealing user experience, including:

• Sensory experiences (music, scent, lighting, where appropriate)

• Signage and wayfinding

• Merchandising and visual enhancements

• Develop seasonal and cultural celebration visual styling toolkits for your location

• Collaborate with site leadership and operations teams to reconfigure and revamp our spaces, ensuring that flow, accessibility, convenience, and fun are all considered.

Relationships and Project Support:

• 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.

• Foster a culture of innovation by presenting industry trends, new concept ideas, and best practices in food and beverage on a quarterly basis to site and regional leadership.

• Lead regular training programs onsite to ensure teams are consistently delivering exceptional customer interactions, handling feedback effectively, and exceeding guest expectations.

• Support the Digital Experience and marketing team with deploying new technologies into the operation.

• Create quarterly storytelling reporting on accomplishments and results to share with internal and client leadership.

• Foster a positive and respectful 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.

• Relentless passion for food and beverage and a commitment to providing exceptional customer service.

• Organized and enjoys future planning while remaining agile and adjusting plans as our environment changes.

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

• Strong communication and collaboration skills: capability to clearly convey program vision, expectations, and feedback. Encourage active listening 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.

• Motivation and inspiration: understand what motivates the team 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.