EXPERIENCE MANAGER

Salary: $85000 - $95000 / year

Other Forms of Compensation: bonus

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 isnt merely a job but the start of a career where you can flourish.

Job Summary

FLIK Hospitality Group is seeking a dynamic and highly visible Experience Manager to champion service excellence, associate engagement, recognition, and hospitality culture throughout FLIK.

This role serves as a regional ambassador for the FLIK experience, leading the implementation of initiatives that strengthen guest satisfaction, associate engagement, retention, and client relationships. Partnering closely with Operations, Marketing, People, Learning & Development, and Culture & Inclusion teams, the Experience Manager will drive the adoption of our service excellence program, facilitate training and culture programs, support engagement and recognition initiatives, and elevate hospitality experiences across all lines of business.

The Experience Manager will also serve as an experience architect, helping develop service standards, guest journey frameworks, and hospitality experiences across diverse environments ranging from bespoke luxury and concierge services to hotels, conference centers, lounges, catering, and foodservice operations.

This position reports to the Director of Experience, synK.

Key Responsibilities:

Service Excellence & Experience Design

• Serve as the regional champion and subject matter expert for our service excellence program.
• Drive the adoption and sustainability of service standards, hospitality best practices, and experience initiatives.
• Develop, write, and enhance service standards, playbooks, and guest experience frameworks across multiple hospitality segments.
• Design and implement hospitality experiences that align with client expectations, brand standards, and operational goals.
• Conduct site visits, experience assessments, and coaching sessions to identify opportunities and drive continuous improvement.
• Facilitate Annual Certification programs, onboarding, workshops, and service excellence training.

Culture, Engagement & Recognition

• Champion a culture of kindness, hospitality, service excellence, and recognition across the region.
• Drive adoption and engagement of the company's Rewards & Recognition Platform and Associate Engagement Platform.
• Generate excitement and momentum around experience programs, training, certifications, and culture initiatives.
• Inspire leaders and associates through facilitation, coaching, storytelling, and communication.
• Partner with operational leaders to recognize associates and reinforce service excellence standards.
• Analyze engagement feedback and trends to identify opportunities and improve the associate experience.

Communication, Marketing & Storytelling

• Partner with Marketing and Operations teams to support culture, experience, and engagement initiatives.
• Create compelling presentations, communications, and storytelling content that showcase service excellence, associate success, and business impact.
• Deliver presentations, workshops, town halls, and recognition events for associates, clients, and leaders.
• Present experience metrics, engagement insights, and program outcomes during business reviews and leadership meetings.

Project Leadership & Execution

• Lead regional implementation of experience-related initiatives and programs.
• Develop project plans, communication strategies, and execution roadmaps.
• Track program effectiveness, analyze results, and recommend enhancements.
• Collaborate cross-functionally to ensure alignment with organizational goals and priorities

Qualfications:

• Bachelor's Degree preferred in Hospitality, Business, Marketing, Communications, Training & Development, or related field.
• 5+ years of experience in hospitality, food service, customer experience, culture, training, or employee engagement.
• Demonstrated success facilitating training programs and delivering presentations to diverse audiences.
• Ability to build strong partnerships and influence stakeholders at all organizational levels.
• Ability to travel up to 50% throughout the United States

Skills & Competencies

• Passion for hospitality, service excellence, and culture.
• Experience leading culture, service excellence, recognition, or engagement initiatives preferred
• Ability to analyze data, identify trends, and translate insights into action preferred
• Exceptional presentation, facilitation, and public speaking skills.
• Strong storytelling, communication, and relationship-building abilities.
• Ability to coach, influence, and develop leaders and frontline associates.
• Strong project management, organization, and execution skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite, including PowerPoint and Excel.

Apply to Flik today!

Flik is a member of Compass Group USA

Click here to Learn More about the Compass Story

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)
• 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 or copy/paste the link below for paid time off benefits information.

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.

Certain positions may require Florida Level 2 background screening. Details:

Applications are accepted on an ongoing basis.

Flik maintains a drug-free workplace.

Req ID: 1557911

Flik Hospitality Group

JEANNE M LANE

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