Experience Manager

Job Summary

At Wolfgang Puck Catering, we believe exceptional hospitality has the power to transform everyday moments into memorable experiences. As an Experience Manager, you will play a key role in shaping the workplace hospitality journey for guests, clients, and associates by creating engaging programs, building meaningful connections, and championing a culture centered on service excellence.

This position supports a high-profile corporate dining and hospitality environment known for creativity, innovation, and elevated guest expectations. Working alongside culinary, operational, and client partners, you will help deliver unique experiences that foster community, enhance workplace engagement, and create lasting impressions through thoughtful hospitality and personalized service.

Key Responsibilities

• Champion a hospitality-first culture that creates welcoming, inclusive, and memorable guest experiences.
• Maintain a visible presence throughout guest-facing areas, proactively identifying opportunities to elevate service and engagement.
• Lead guest interactions, table touches, and hospitality initiatives that enhance overall satisfaction.
• Serve as an ambassador of Wolfgang Puck Catering’s hospitality philosophy, promoting personalized service and meaningful connections.
• Partner with operations leaders, managers, and culinary teams to continuously improve service standards and execution.
• Identify opportunities to enhance operational efficiency, guest flow, and service delivery.
• Participate in operational walkthroughs to assess hospitality, presentation, cleanliness, and overall guest experience.
• Support executive dining, VIP hospitality, special events, and peak service periods.
• Align hospitality initiatives and programming with client culture, business objectives, and workplace engagement goals.
• Manage guest feedback programs and monitor satisfaction trends.
• Analyze guest insights and develop recommendations for continuous improvement.
• Lead service recovery efforts with professionalism, empathy, and urgency.
• Translate feedback into actionable plans that enhance the overall guest experience.
• Support quality assurance and service evaluation programs.
• Develop and execute annual, quarterly, and monthly engagement calendars.
• Coordinate activations including tastings, pop-ups, culinary showcases, seasonal promotions, workshops, and special events.
• Collaborate with culinary and operations teams to bring innovative concepts to life.
• Track participation, measure engagement, and identify opportunities for future enhancements.
• Create experiences that encourage community, connection, and workplace engagement.
• Coach and support associates on hospitality excellence, guest engagement, and service recovery best practices.
• Facilitate training sessions, onboarding support, and ongoing hospitality development programs.
• Lead associate recognition and engagement initiatives that celebrate achievements and foster a positive workplace culture.
• Gather team feedback and partner with leadership to strengthen associate engagement and retention.
• Inspire a culture of collaboration, inclusion, learning, and continuous improvement.

What We're Looking For

• Experience in hospitality, workplace experience, guest services, events, catering, client service, or a related field.
• Ability to build strong relationships with clients, guests, associates, and operational partners.
• Experience planning, coordinating, and executing events, activations, and engagement programs.
• Strong communication, presentation, and interpersonal skills.
• Ability to manage multiple priorities while maintaining attention to detail and a guest-focused mindset.
• Experience coaching, training, or developing hospitality teams is valued.
• Strong organizational, problem-solving, and project management capabilities.
• Comfort using guest feedback and performance data to identify trends and drive improvements.
• Bachelor’s degree in Hospitality, Marketing, Communications, Business, or a related field is preferred.