HOSPITALITY EXPERIENCE MANAGER - PACIFIC NORTHWEST, WA

Compass Group, North America

Everett, WA

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JOB DETAILS

SALARY

$85,000–$90,000 Per Year

SKILLS

Catering Services, Change Management, Coaching, Communication Skills, Continuous Improvement, Corrective Action, Culinary Operations, Customer/Client Research, Federal Laws and Regulations, Finance, Follow Through, Food Delivery, Food Services, Hospitality and Tourism, Kiosks, Leadership, Loyalty Programs, Market Surveys, Marketing, Merchandising, Multitasking, Organizational Skills, Problem Solving Skills, Promotional Programs, Retail, Sales Presentation, State Laws and Regulations, Team Lead/Manager, Team Player, Technical Support, Trend Analysis

LOCATION

Everett, WA

POSTED

1 day ago

Eurest **Salary:** $85000 - $90000 /year **Pay Grade: 16** **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. **Job Summary** The Hospitality Experience Manager is responsible for leading the overall front-of-house experience across the contract. This role serves as the key hospitality leader for guest engagement, café presentation, GEM execution, service standards, communication, and the daily customer journey. The Hospitality Experience Manager will lead and support the GEM team, ensuring every café delivers a consistent, welcoming, efficient, and high-quality guest experience. This position will work closely with operations, culinary, marketing, client leadership, and site teams to improve participation, increase guest satisfaction, support digital adoption, and ensure the front-of-house experience reflects the expectations of the client and the Compass/Eurest brand. **Key Responsibilities** **Guest Experience Leadership** + Lead the overall front-of-house experience across all assigned cafés and service locations. + Provide daily direction, coaching, and accountability for GEMs and front-of-house team members. + Ensure a visible hospitality presence during peak and non-peak service periods. + Create a welcoming, polished, and guest-focused environment that supports participation and employee engagement. + Serve as a champion for hospitality, guest satisfaction, and service consistency across the full contract. **Team Management** + Lead, train, schedule, and support GEMs to ensure consistent execution of service standards. + Establish clear expectations for GEM visibility, guest interaction, issue resolution, and communication. + Conduct routine check-ins and observations to reinforce hospitality behaviors and service accountability. + Support GEMs in acting as ambassadors for promotions, new programs, wellness initiatives, technology rollouts, and guest education. **Front-of-House Standards** + Monitor café readiness, cleanliness, merchandising, signage, menu communication, traffic flow, and overall presentation. + Ensure front-of-house areas are organized, inviting, easy to navigate, and aligned with brand expectations. + Partner with operations and culinary teams to address service gaps, speed of service, product presentation, and guest concerns. + Reinforce standards for service counters, condiment areas, beverage stations, seating areas, micro markets, and promotional displays. **Guest Feedback and Service Recovery** + Actively listen to guests and identify trends, opportunities, and recurring pain points. + Respond to guest concerns with urgency, professionalism, and follow-through. + Partner with site leaders to resolve issues related to wait times, product availability, service flow, communication, and overall experience. + Use Voice of the Customer feedback, surveys, comment cards, digital feedback, and direct guest conversations to improve the experience. **Program and Digital Adoption** + Support guest adoption of new technology, ordering platforms, kiosks, self-checkout, mobile tools, loyalty programs, and promotional campaigns. + Ensure GEMs are trained and prepared to educate guests during rollouts and service changes. + Partner with marketing and operations on signage, wayfinding, QR codes, launch support, and guest communication. + Help reduce friction in the guest journey by making the experience easier, faster, and more intuitive. **Client and Operational Partnership** + Partner with the client, operations leadership, culinary teams, marketing, safety, and finance to align the guest experience with contract expectations. + Support employee appreciation events, family days, wellness activations, pop-ups, promotions, and other engagement initiatives. + Provide feedback and recommendations to improve participation, satisfaction, and perceived value. + Help ensure consistent execution across cafés while allowing for site-specific needs and guest preferences. **Reporting and Continuous Improvement** + Track guest feedback trends, GEM activity, service observations, and action items. + Share regular updates with leadership on wins, opportunities, and corrective actions. + Use data, guest comments, and field observations to identify improvement opportunities. + Support action plans that improve participation, service consistency, speed of service, and overall satisfaction. **Essential Functions** + Walk cafés and service areas daily to observe guest experience and operational execution. + Coach GEMs and front-of-house associates in real time. + Support peak meal periods and high-volume service windows. + Communicate effectively with guests, associates, managers, and client representatives. + Assist with events, promotions, digital adoption, and guest education. + Travel between assigned locations as needed. + Perform other duties as assigned to support the overall contract experience. **Success Measures** + Improved guest satisfaction and Voice of the Customer results. + Increased GEM visibility and engagement. + Improved front-of-house consistency across cafés. + Stronger guest adoption of digital tools and new service models. + Reduced guest complaints related to wait times, communication, wayfinding, and service flow. + Increased participation through a more welcoming and easier-to-navigate guest experience. + Positive client feedback regarding hospitality, responsiveness, and execution. **Qualifications:** + Prior experience in hospitality, food service, retail, guest services, hotel operations, or front-of-house leadership preferred. + Strong leadership, coaching, and communication skills. + Demonstrated ability to lead teams across multiple locations or service points. + Strong guest-first mindset with a passion for hospitality and service excellence. + Ability to identify service gaps and turn feedback into action. + Comfortable supporting technology rollouts, guest education, and change management. + Strong organizational skills with the ability to manage multiple priorities. + Ability to work collaboratively with operations, culinary, marketing, client contacts, and hourly associates. + Professional presence and ability to represent the company and client partnership with confidence. **Desired Skills and Attributes** + Highly visible and hands-on leadership style. + Positive, approachable, and solutions-oriented. + Strong sense of ownership and accountability. + Ability to influence without direct authority. + Comfortable working in a fast-paced, multi-site environment. + Strong eye for detail in presentation, cleanliness, merchandising, and guest flow. + Ability to build trust with guests, associates, managers, and client partners. **Apply to Eurest today!** _Eurest is a member of Compass Group USA_ Click here to Learn More about the Compass Story (http://www.compass-usa.com/our-story/) **Associates at Eurest are offered many fantastic benefits.** + Medical + Dental + Vision + Life Insurance/ AD + Disability Insurance + Retirement Plan + Paid Time Off + 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 Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here (https://www.compass-usa.com/wp-content/uploads/2026/01/2026\_Wage-Transparency\_Eurest.pdf) or copy/paste the link below for paid time off benefits information. https://www.compass-usa.com/wp-content/uploads/2026/01/2026\_Wage-Transparency\_Eurest.pdf **Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.** **Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.** Eurest maintains a drug-free workplace. Applications are accepted on an ongoing basis.

About the Company

Compass Group, North America

INDUSTRY

Other/Not Classified

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