HOSPITALITY SERVICES MANAGER - ORD

Rapport

Salary: $85,000 - $95000

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. Distinct from recruitment agencies, we do not engage in temporary contracts. Our commitment is to foster long-term career development, allowing ambassadors to enjoy the comprehensive benefits of working directly with us.

Rapport invests in all of its ambassadors, allowing them to attain their career aspirations. It starts with a warm welcome to our business, followed by an individual training and development program. You’ll be encouraged to become the very best you can be throughout your career here, and will be provided with the skills to step into your next big role.

Becoming a Rapport ambassador means becoming part of a global community, collaborating with diverse talents, sharing ideas, and experiencing a workplace culture that extends beyond local boundaries. Your journey with us is more than just a job: it’s a meaningful career.

Job Summary

At Flik Hospitality Group, we don't just serve guests, we create exceptional experiences. As the Hospitality Experience Manager supporting United Airlines' premium lounges at Chicago O'Hare International Airport , you will play a pivotal role in shaping memorable moments for thousands of travelers every day.

This is an exciting opportunity for a hospitality professional who is passionate about guest experience, service excellence, culinary innovation, and building high-performing teams. Working alongside operational leaders, culinary experts, and hospitality champions, you will help set the standard for luxury airport lounge hospitality while creating a culture that inspires both associates and guests.

If you thrive in a fast-paced environment, enjoy influencing service strategy, and are energized by developing people and enhancing guest satisfaction, we'd love to meet you.

What You'll Do

As the Hospitality Experience Manager, you will serve as a champion for hospitality excellence across multiple United Club lounge locations. You will partner closely with the Corporate Director of Hospitality, Regional Hospitality Champions, Operations Managers, Culinary Leaders, Human Resources, and Marketing teams to elevate every aspect of the guest journey.

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Key Responsibilities

• Lead and inspire hospitality initiatives that enhance the guest experience across United Club lounge operations.

• Observe, coach, and mentor frontline teams to deliver exceptional, personalized service that exceeds guest expectations.

• Design and facilitate engaging hospitality training programs for managers and associates, ensuring consistent service standards across all locations.

• Conduct guest satisfaction surveys, focus groups, and feedback sessions to identify opportunities for continuous improvement.

• Analyze guest experience data, customer feedback, and operational metrics to develop actionable service improvement plans.

• Partner with culinary and operations teams to create elevated food, beverage, and service experiences that reflect premium hospitality standards.

• Support and enhance the pre-service meeting experience, helping teams start each shift aligned, engaged, and guest-focused.

• Monitor hospitality and customer satisfaction KPIs, ensuring measurable results and return on investment.

• Build strong relationships with client partners and key stakeholders while serving as a trusted hospitality advisor.

• Stay informed on emerging hospitality, travel, dining, and service trends to introduce innovative ideas and best practices.

• Drive initiatives that promote employee engagement, recognition, and a positive workplace culture.

• Assist in developing, implementing, and maintaining service standards, operating procedures, and hospitality best practices.

What Makes You Successful

You are a hospitality-driven leader who understands that great service is created through engaged teams, thoughtful training, and a relentless focus on the guest experience. You bring energy, professionalism, and a genuine passion for creating memorable moments for guests and employees alike.

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Preferred Qualifications

• 3+ years of experience leading high-impact hospitality, training, guest experience, marketing, communications, or learning and development initiatives within hospitality, restaurant, retail, travel, or service-focused industries.

• Alternatively, 5+ years of progressive experience in hospitality operations, customer service management, food service, hotel, airline, or premium-member environments.

• Bachelor's degree in Business, Hospitality Management, Marketing, Communications, or a related field preferred.

• Passion for food, beverage, culinary trends, and creating exceptional dining experiences.

• Strong presentation and facilitation skills with experience delivering training to diverse audiences.

• Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels.

• Proven ability to analyze data and convert insights into meaningful service improvements.

• Strong project management, organizational, and multitasking abilities.

• Experience developing service standards, training materials, and Standard Operating Procedures (SOPs).

• Highly adaptable and comfortable operating in a dynamic, fast-paced environment.

• Proficiency with Microsoft Office Suite, PowerPoint, and business reporting tools.

• Strong problem-solving skills with the ability to identify challenges and implement effective solutions.

Why Join Flik Hospitality Group?

• Be part of a world-class hospitality team supporting one of the nation's busiest airports.

• Influence the experience of thousands of premium travelers every day.

• Partner with culinary, hospitality, and operational leaders who are passionate about excellence.

• Grow your career within a nationally recognized hospitality organization.

• Help create memorable experiences that transform travel into something extraordinary.

Join us in redefining airport hospitality and delivering first-class experiences, one guest at a time.

Apply to Rapport today!

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

Click here to Learn More about the Compass Story (http://www.compass-usa.com/our-story/)

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: https://info.flclearinghouse.com/

Applications are accepted on an ongoing basis.

Rapport maintains a drug-free workplace.

Associates in Rapport 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 (https://www.compass-usa.com/wp-content/uploads/2023/08/2023\_WageTransparency\_FlikHospitality.pdf) or copy/paste the link below for paid time off benefits information.

https://www.compass-usa.com/wp-content/uploads/2023/08/2023\_WageTransparency\_FlikHospitality.pdf

Req ID: 1586089

Rapport a specialized division of FLIK Hospitality Group