Hospitality Experience Manager - Everett, WA (Trav

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 cafés, 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 cafés, 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.