EXPERIENCE MANAGER - United Airlines Lounges - NEWARK, NJ

Flik Hospitality Group

Salary: $80,000.00

What makes FLIK click

What makes FLIK click? Our people. The decisions, actions and attitudes of our associates earn the trust and loyalty of our clients every day. We know how to pick them and we know how to grow them. It starts with hiring people who share our passion for food and hospitality. Once we find the right talent, we encourage, value and recognize their contributions.

We keep our people renewed, excited and engaged by providing hands-on training and educating them about the latest trends. We give them a stake in successfully raising the bar. Our people love what they do and they love sharing their passion. Join our team and see the FLIK difference. Where a job isn't merely a job but the start of a career where you can flourish.

Job Summary

The Experience Manager assists with controlling the optimization of the guest and employee experience by coordinating onsite service teams, training team members on enhanced engagement systems, and using recorded metrics to track and close service delivery gaps. This position reports into the Director of Experience.

Key Responsibilities

Experience Facilitation

• Owns the employee & guest experiences at a large account, 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 Flik 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

• Onboards new team members through Platinum Services and role-related systems

• Cultivates the culture through coordination with teams and engagement opportunities

• Performs other duties that may be assigned

Project Management

• Determines and defines project 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

• Must demonstrate 5+ years of previous experience in hospitality, with food and beverage management

• Associate degree or higher preferred

• Platinum Service background highly regarded

• 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

• Demonstrated knowledge of event planning procedures is preferred

• 5-8 years of project management and related experience 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 community KPIs

• Excellent verbal and written communication skills

• Excellent interpersonal and presentation skills

• 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 Flik today!

Flik is a member of Compass Group USA

Click here to Learn More about the Compass Story (~~~/)

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. We encourage applicants with a criminal history (and driving history) to apply.

Applications are accepted on an ongoing basis.

Flik maintains a drug-free workplace.

Associates at Flik Hospitality 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)

Req ID: 1299234

Flik Hospitality Group

Steven Goldberg

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