Airport Lounge Experience Lead - Premium Hospitality

Rapport Salary: $85,000 - $95,000 / year Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning and conference center management. We invest in ambassadors to allow them to attain their career aspirations, providing a warm welcome, tailored training, continuous development, and opportunities to step into their next big role. Job Summary Rapport is a specialized division of FLIK Hospitality Group delivering elevated guest and employee experiences across premium environments. Unlike recruitment agencies, Rapport employs ambassadors directly, offering long‑term careers, comprehensive benefits, and meaningful development opportunities. Position Overview The Hospitality Experience Manager is responsible for leading and elevating the end‑to‑end guest experience across United Club and United Polaris Lounges within a major airport environment. This role ensures seamless, world‑class service delivery for United’s premium travelers while inspiring on‑site teams to consistently deliver Rapport’s Platinum Service standards. Coverage may extend to multiple lounges located within the same airport. Key Responsibilities Own and champion the overall guest experience across United Club and Polaris Lounges Oversee guest services and service recovery; partner with culinary, operations, and airport stakeholders Lead lounge activations and premium service moments Conduct quality audits and ensure brand compliance Track and act on guest satisfaction metrics Qualifications & Experience 5+ years of hospitality leadership experience Ability to remain on your feet for extended periods and perform frequent movement, including walking between locations throughout the workday Airport lounge, airline, or premium hospitality experience preferred Excellent communication and problem‑solving skills Proficiency with Microsoft Office and hospitality systems Hours of Work & Shift Expectations Full‑time role scheduled based on operational needs of United Club and United Polaris Lounges Flexibility to work early mornings, evenings, weekends, and holidays Schedules may vary due to flight volumes, lounge capacity, and special events Presence expected during peak travel periods Fully onsite role 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 Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. This job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this posting intends to be an accurate reflection, 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. Employment may require a Florida Level 2 background screening. Details: the Florida Level 2 background screening program can be reviewed at Rapport maintains a drug‑free workplace. Applications are accepted on an ongoing basis. 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. Req ID: 1535288 #J-18808-Ljbffr Rapport Guest Services