EXPERIENCE MANAGER

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 85% 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.