Hospitality Excellence Manager

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 youll 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 District 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 RAs brand image.

The Great Things You Will Do

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

• Conduct weekly (or as needed) observational walkthroughs to ensure service standards in all food and beverage service areas are being met. Discuss findings with the GM and follow-up actions led by the Hospitality Manager (HM).
• Own the food program pop-up and experiential events calendar and programming to deliver wow factor experiences.
• Manage the relationship with key stakeholder groups at the site level (e.g. Employee Resource Groups Sustainability sub-committees etc.) and support their objectives through unique food experiences.
• Be responsible for implementing client-led regional or corporate initiatives throughout the year.
• Own the content creation of the daily hospitality 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 companys internal CARE hospitality program for your locations creating messaging novel engagements and intentional ways to enhance our internal hospitality.

2. 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.

3. Relationships & 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:

• 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 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 teams 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.