GUEST EXPERIENCE MANAGER

Eurest

Position Title: [[title]]

Salary: $100000 - $110000 / yr

Other Forms of Compensation:

As the leader in business and industry dining, Eurest is the company to join if you want a rewarding career packed with limitless opportunities. We feed the employees of the nation's largest and most-prestigious companies -- in every state and across all industries. As a member of Eurest's leadership and professional support team, you will help our 16,000 chefs, and in-unit associates excel as they deliver world-class meals in corporate cafes and executive dining rooms with on-site catering through vending innovations and more.

Our company is innovative, high performing and fast growing. Our teammates are enthusiastic, committed to quality and thrive on consistently delivering unparalleled results. And did we mention we work with exciting companies and at interesting locations? Come grow your career with Eurest.

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 MyReferral@compass-usa.com.

Job Summary

Eurest is seeking a hospitality obsessed Guest Experience Manager to drive exceptionally elevated service across a prestigious, sizeable national corporate dining portfolio. This person is instrumental in assessing hospitality operations, steps of service, service recovery - in short, all the touch points that turn "ok" service into "wow worthy" execution. The Guest Experience Manager partners with portfolio leadership to optimize the guest and employee experience by coordinating onsite service teams, training team members on enhanced engagement systems, and utilizing key metrics to track and close service delivery gaps. Please note - this is an in unit role - you'll be on site 3 to 4 days per week (locally / regionally / nationally). Expected travel at 50% - 70%

Key Responsibilities: Experience Facilitation

• Owns the guest experience strategy for a multi state portfolio, with the goal of providing top-notch service to the client, and our guests
• Drives and develops self and team towards building strong relationships with the client and achievement of key performance indicators
• Conducts engagement tours and daily reviews of all locations related to guest experience, noting areas of improvement and areas of success
• Conducts hands-on, in-person training with new and existing staff on service standards, role requirements & technologies
• Reviews existing service standards and implements Platinum Service standards into the employee/guest experience through the collaboration of the different service teams to optimize service delivery including but not limited to Pre-Shift Huddles
• Collaborates and plans activations/celebrations to engage guests with the onsite culinary and management team
• Oversees client and Eurest standards through auditing and coaching/course correcting all staff members in areas of, but not limited to, guest-facing communication, merchandising, uniform compliance, environmental and food safety, service recovery

Project Management

• Determines and defines hospitality service projects - scope and objectives
• Predicts resources needed to reach objectives and manage resources in an effective and efficient manner
• Measures project performance to identify areas for improvement

Qualifications

• 5+ years of previous experience in hospitality, with food and beverage management, to include experience with leading training development & implementation efforts that drive exceptional guest service
• High level knowledge of fine dining, food & wine pairing, and steps of service
• Comfortable in an ever-changing and fast-paced environment
• A working knowledge of food preparation and presentation is preferred
• Experience in restaurant/food service staff management and development is preferred
• Strong familiarity with project management software tools, methodologies, and best practices
• Proven ability to complete projects according to outlined scope, budget, and timeline
• Ability to identify and track relevant KPIs
• Excellent verbal and written communication skills - you're an emotionally intelligent, proactive communicator who can effectively train & message across all levels of associates
• Must be able to use relevant computer applications (Microsoft word, excel, outlook; restaurant-specific software including point-of-sale registers and business metric applications preferred)
• Proven ability to solve problems creatively with attention to detail and critical thinking skills
• Passion for the latest trends and innovations in hospitality and food services

Apply to Eurest today!