HOSPITALITY EXPERIENCE MANAGER - United Lounges - ORD

Hospitality Experience Manager

Rapport is a specialized division of FLIK Hospitality Group, delivering elevated guest and employee experiences across premium environments. Unlike recruitment agencies, Rapport employs its ambassadors directly offering long-term careers, comprehensive benefits, and meaningful development opportunities.

We invest in every ambassador from day one with a warm welcome, tailored training, and continuous development. As part of a global hospitality community, Rapport ambassadors collaborate across cultures, share best practices, and build careers that extend far beyond a single location.

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 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

Why Join Rapport?

At Rapport, your role is more than hospitality—it's a career journey. Ambassadors receive personalized development, competitive compensation, comprehensive benefits, and opportunities for growth within FLIK Hospitality Group and Compass Group's global network.

Rapport is a specialized division of FLIK Hospitality Group and a member of Compass Group USA

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.

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

Applications are accepted on an ongoing basis.

Rapport maintains a drug-free workplace.

• 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