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About the Role

The Hospitality Excellence Manager is responsible for cultivating a guest-centric culture that brings creativity, convenience, enjoyment, and a sense of community to our food program. This role will drive the local transformation of food and beverage operations through engaging activations, enhanced merchandising, and best-in-class hospitality, while collaborating with and supporting a team of food service managers and associates.

Responsibilities

Implement regional strategies and identify new opportunities to deliver best-in-class food, service, and hospitality experiences.
Conduct weekly walkthroughs to ensure service standards in all food and beverage service areas are met and discuss findings with the GM.
Own the food program pop-up and experiential events calendar and programming.
Manage relationships with key stakeholder groups at the site level and support their objectives through unique food experiences.
Implement client-led, regional, or corporate initiatives.
Own the content creation of the daily "hospitality" experience for employees.
Monitor and evaluate hospitality performance at the site while maintaining regional alignment.
Program manage the company's internal "Hospitality United" hospitality program, creating messaging, novel engagements, and intentional ways to enhance internal hospitality.
Manage the merchandising and visual experience of physical spaces to deliver an inviting and appealing user experience.
Develop seasonal and cultural celebration visual styling toolkits.
Collaborate with site leadership and operations teams to reconfigure and revamp spaces, ensuring flow, accessibility, convenience, and fun are considered.
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 quarterly.
Lead regular training programs onsite to ensure teams consistently deliver exceptional customer interactions, handle feedback effectively, and exceed guest expectations.
Support the Digital Experience and marketing team with deploying new technologies into the operation.
Create quarterly storytelling reporting on accomplishments and results.
Foster a positive and respectful work environment and work with teams to drive empowerment and pride in delivering exceptional food experiences.

Requirements

5+ years of experience in the food, beverage, or hotel industry, with a focus on guest experiences.
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 and 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 the 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.
Emotional Intelligence: drive self-awareness of the team's behaviors and the impact it has on the surrounding community.
Motivation and inspiration: understand what motivates the team and how to encourage them to drive their engagement and hospitality.

Skills

Guest experience cultivation
Food and beverage operations
Merchandising
Hospitality
Event programming
Stakeholder management
Content creation
Performance monitoring
Visual merchandising
Client relations
Team leadership
Training program delivery
Digital technology deployment
Reporting
Communication
Collaboration
Problem-solving
Strategic thinking
Emotional intelligence
Motivation

Location

New York, NY

Work Type

Full-time

Experience Level

5+ years

Salary/Compensations

$80,000 - $90,000 / year

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

About the Company

Restaurant Associates is the industry’s leading provider of dining and event catering for some of the nation's most prestigious museums, performing arts centers and corporations.
Voted Glassdoor's Employee Choice Awards- Best Places to Work, This is R/A!
Restaurant Associates is a member of Compass Group USA.
Compass Group is an equal opportunity employer.
Restaurant Associates maintains a drug-free workplace.

Equal Opportunity

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.
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.