Hospitality Experience Manager - Everett, WA (Travel Required)

Job Title

Eurest

Salary

$100,000 - $110,000 /year

Job Summary

The Hospitality Experience Manager leads the customer experience strategy across the portfolio, aligning communications, Guest Experience Manager (GEM) behaviors, Voice of the Customer (VOC) insights, retail execution, and participation-building actions with business priorities and site-specific needs.

This role ensures guest feedback is translated into practical improvements, teams are equipped to deliver consistent hospitality, and each site has targeted activation plans that support engagement, adoption, and participation growth. The position serves as the bridge between guests, operators, associates, marketing, and technology to improve service flow, elevate the front-of-house experience, and create a more consistent customer journey across cafs, markets, vending, catering, and digital platforms.

Key Responsibilities

• Lead and execute the hospitality and guest experience strategy across multiple locations
• Own and execute the customer experience strategy across the portfolio, aligning communications, GEM behaviors, VOC insights, retail execution, and participation-driving actions to business and site needs.
• Retool and elevate the front-of-house (FOH) experience, including service flow, merchandising, hospitality, signage, ambiance, presentation, and visual standards.
• Support GEM and FOH training to reinforce hospitality behaviors, service consistency, technology confidence, and daily execution.
• Drive participation through targeted activations, VOC-informed Just Do's, nudge messaging, retail alignment, sampling, feedback events, and consistent FOH engagement.
• Lead nudge platform execution for promotions, reminders, feedback loops, adoption messaging, and participation-building communications.
• Integrate VOC insights into operational routines, guest recovery, training priorities, and site-specific improvement plans.
• Support adoption of guest-facing technology, including preorder, point-of-sale systems, line-busting tablets, digital signage, mobile ordering, and related tools.
• Partner with operations to identify friction points, line-time concerns, product gaps, merchandising opportunities, workflow improvements, and service recovery needs.
• Align retail execution across cafs, markets, vending, catering, and other service formats to create a consistent, relevant, and easy-to-navigate customer journey.
• Work closely with the Regional Marketing Manager on communications, promotional calendars, engagement campaigns, storytelling, and client-facing updates.
• Track experience trends, participation opportunities, technology adoption, and VOC sentiment to scale best practices across the portfolio.

Qualifications:

• The ideal candidate should bring experience in hospitality, foodservice, retail, workplace experience, or multi-site guest engagement, with a strong background in front-of-house execution, team training, customer feedback, and participation growth.
• Multi-site foodservice, hospitality, retail, or workplace experience leadership.
• Front-of-house execution with a strong eye for service flow, merchandising, cleanliness, ambiance, signage, and guest interaction.
• Experience coaching or training hourly teams, ideally GEMs, FOH associates, catering teams, or retail teams.
• Background driving guest participation through promotions, activations, marketing support, sampling, VOC events, and site-level engagement.
• Familiarity with VOC tools, guest feedback, dashboards, survey results, or customer sentiment tracking.
• Experience partnering with marketing, communications, culinary, operations, and client stakeholders.
• Comfort supporting technology adoption, such as POS systems, preorder platforms, line-busting tablets, digital signage, mobile ordering, or nudge platforms.
• Ability to identify friction points in the guest journey and turn them into practical action plans.
• Strong client-facing communication skills and the ability to influence without direct authority.

National travel required across a 10-state portfolio

Associates at Eurest 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.

Eurest maintains a drug-free workplace.

Applications are accepted on an ongoing basis.