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
• Bilingual in English/Amharic is a plus
• 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