Experience Manager

Job Summary

The Event Experience Manager for Bon Appétit Management Company is responsible for leading all catering operations at the OpenAI office in NYC. This position serves as the primary on-site catering representative and ensures that meetings, executive engagements, special events, and daily food and beverage requests are planned and delivered with precision, warmth, discretion, and consistent service excellence.

The Event Experience Manager oversees the full catering lifecycle, including intake and consultation, menu planning, proposals, ordering, event logistics, room and food presentation, service execution, breakdown, billing support, vendor coordination, and post-event follow-up. The role partners closely with culinary and commissary teams, workplace and events partners, security, facilities, outside vendors, and client stakeholders to deliver seamless experiences in a dynamic corporate environment.

This role requires strong hospitality leadership, excellent organization, confident client communication, financial discipline, independent judgment, attention to detail, and the ability to manage simultaneous programs while adapting calmly to changing needs. Ability to use Jira, Slack and Catertrax plus normal computer operating systems.

POSITION OBJECTIVES

• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with clients, guests, employees, vendors, suppliers, and internal partners.
• Work effectively as a team contributor on all assignments while taking clear ownership of catering outcomes.
• Work independently while communicating and coordinating work efforts with other employees and organizations.
• Maintain a positive, polished, discreet, and hospitality-focused presence at all times.
• Create thoughtful, welcoming, and inclusive dining experiences that enhance the workplace and reflect the expectations of the OpenAI office.
• Translate client needs into clear event plans and execute those plans accurately, safely, and within approved budgets.
• Anticipate service needs, identify risks early, and resolve issues with professionalism, adaptability, and a proactive attitude.
• Assist in regular operations when there are no catering events taking place.

Major Duties

Catering Planning and Client Consultation

• Serve as the primary point of contact for catering requests, including routine meetings, executive engagements, recruiting events, all-hands programs, receptions, celebrations, and special activations.
• Responding to all JIRA requests within 24 hours.
• Consult with requestors to confirm objectives, guest counts, service style, timing, room layout, budget, dietary needs, security considerations, and presentation expectations.
• Develop clear catering proposals in Catertrax, event orders, menus, timelines, service plans, and staffing recommendations.
• Coordinate menus and production requirements with culinary and commissary leadership, balancing guest experience, seasonality, operational capacity, and cost.
• Identify allergens and dietary accommodations; communicate requirements accurately to culinary teams, vendors, service staff, and requestors.
• Manage changes, cancellations, late additions, and last-minute requests while protecting service quality and communicating operational or financial impacts.
• Maintain an accurate calendar of catering activity and proactively resolve timing, staffing, room, loading, storage, and equipment conflicts.

Event Execution and Service Leadership

• Lead pre-event briefings and oversee setup, service, replenishment, breakdown, cleanup, and room reset for all assigned events.
• Ensure food, beverage, linen, service ware, signage, décor, and equipment are complete, correctly placed, and presentation-ready before guest arrival.
• Select the appropriate service model—drop-off, buffet, attended station, family-style, reception, or plated service—based on event goals and operational requirements.
• Maintain proper service pacing, product quality, portion control, replenishment, and serving temperatures throughout each event.
• Provide visible, hands-on leadership during service and step into operational tasks as needed, including setup, bussing, dish handling, sanitation, breakdown, and reset.
• Support VIP visits, executive meetings, media-sensitive engagements, and high-profile events with discretion, composure, and exceptional attention to detail.
• Coordinate with workplace, facilities, security, audiovisual, reception, and event partners to ensure a seamless end-to-end guest experience.
• Conduct post-event checks, capture feedback, document issues, and implement service improvements.

Culinary, Vendor, and Logistics Coordination

• Place and confirm internal production orders and outside vendor orders with complete menu, quantity, delivery, setup, dietary, and billing information.
• Coordinate delivery windows, loading access, security requirements, receiving, staging, storage, and return logistics.
• Receive and inspect deliveries for accuracy, freshness, quality, temperature, packaging, and presentation; resolve discrepancies promptly.
• Maintain productive relationships with approved restaurants, rental companies, florists, staffing agencies, and specialty service providers.
• Coordinate rental equipment, linen, service ware, décor, and specialty items; verify quantities before and after events and manage returns.
• Evaluate vendor performance and escalate recurring quality, service, food safety, invoice, or communication concerns.

Major Duties

Staffing and Team Leadership

• Plan staffing levels based on guest count, service style, venue, event complexity, and schedule.
• Schedule, direct, train, and coach catering attendants, temporary staff, and support personnel assigned to events.
• Communicate service standards, assignments, event timing, dietary protocols, safety expectations, and escalation paths before service.
• Model polished hospitality, teamwork, urgency, inclusion, and respectful communication.
• Monitor performance during events, provide timely feedback, and partner with leadership on training or corrective action when needed.
• Ensure meal and rest periods, timekeeping, uniform, grooming, and workplace expectations are followed in accordance with company policy and applicable law.
• Build cross-functional relationships and promote a culture of ownership, accountability, and continuous improvement.

Customer Service and Event Experience

• Represent Bon Appétit Management Company in a courteous, professional, responsive, and service-oriented manner at all times.
• Serve as the catering liaison between Bon Appétit and OpenAI workplace, events, executive support, and business teams.
• Maintain a visible and approachable presence during events and high-activity service periods.
• Anticipate client and guest needs and respond promptly to questions, changes, concerns, and service recovery opportunities.
• Communicate event confirmations, deadlines, operational updates, service interruptions, and follow-up actions clearly and on time.
• Create experiences that are welcoming to a diverse workforce and considerate of cultural, religious, dietary, accessibility, and personal needs.
• Solicit and use feedback to strengthen menus, service models, presentation standards, and the overall workplace experience.

Functions/Tasks

Administrative and Financial Responsibilities

• Maintain accurate catering orders, event documentation, guest counts, menus, production details, staffing plans, invoices, receipts, and client approvals.
• Use CaterTrax or designated catering systems to manage requests, event orders, changes, billing details, and reporting.
• Prepare cost estimates and monitor food, beverage, labor, rental, delivery, and vendor expenses against approved budgets.
• Review invoices for accuracy, resolve discrepancies, support timely coding and submission, and maintain complete records.
• Monitor catering revenue, cost of goods, labor utilization, waste, and event profitability or subsidy performance as applicable.
• Manage inventory of catering supplies, beverages, disposables, linen, service ware, equipment, and event materials.
• Support budget development, forecasting, month-end reporting, and cost-control initiatives through responsible planning and purchasing.
• Maintain confidentiality when handling guest lists, executive schedules, event details, budgets, invoices, or other sensitive information.
• Complete all required company, client, safety, operational, and financial documentation accurately and on time.

Operational Standards and Continuous Improvement

• Develop and maintain catering standards, event checklists, setup guides, ordering timelines, par levels, and service procedures.
• Conduct routine inspections of catering storage, staging, equipment, service ware, and event spaces; coordinate maintenance and repairs as needed.
• Track recurring requests and service trends to improve menu planning, staffing, inventory, and operational readiness.
• Partner with leadership on seasonal menus, workplace activations, sustainability initiatives, and employee engagement programs.
• Reduce waste through accurate forecasting, responsible ordering, safe repurposing where permitted, and appropriate donation or disposal practices.
• Participate in planning meetings, operational reviews, safety meetings, training, and client business reviews as requested.
• This position description provides a broad overview of primary responsibilities and is not intended to represent a comprehensive list of all duties performed.
• Additional responsibilities and projects may be assigned as business needs, client expectations, and site operations evolve.

FOOD SAFETY AND SAFETY RESPONSIBILITIES

• Ensure proper food presentation, portion control, holding, transport, and serving temperatures in accordance with HACCP standards.
• Maintain sanitation and orderliness of catering storage, staging, service, equipment, supplies, utensils, and event areas.
• Ensure food is handled appropriately during receiving, storage, transport, setup, service, breakdown, and disposition.
• Verify that allergen and dietary information is communicated accurately and that approved procedures are followed to reduce cross-contact risk.
• Adhere to all FACT training modules, HACCP procedures, local health requirements, and Bon Appétit food safety and sanitation standards.
• Attend required safety meetings, participate in inspections, and promptly correct or escalate unsafe conditions.
• Ensure injuries, accidents, property damage, food safety concerns, and near misses are reported promptly and accurately.
• Ensure staff and vendors use required Personal Protective Equipment and follow safe lifting, equipment, chemical, knife, heat, and transportation practices.

Qualifications

• Three or more years of progressive experience in catering, corporate foodservice, events, hospitality, or a related service environment preferred.
• Previous experience coordinating high-volume, executive, VIP, or complex workplace events strongly preferred.
• Demonstrated ability to plan and execute multiple events simultaneously with accuracy and composure.
• Strong customer service, written and verbal communication, organization, and problem-solving skills.
• Working knowledge of catering operations, service styles, menu planning, food presentation, staffing, rentals, and event logistics.
• Experience with ordering, invoicing, budget tracking, inventory management, cost control, and vendor coordination.
• Ability to lead service teams, provide clear direction, coach performance, and work collaboratively across functions.
• Sound judgment and discretion when supporting executives, confidential meetings, and high-profile events.
• Ability to interact with a diverse client and customer base in a friendly, inclusive, professional, and efficient manner.
• Proficiency with Google Workspace, Slack, CaterTrax, and other workplace, catering, scheduling, or hospitality management platforms.
• Food protection manager certification or the ability to obtain required certification within the company-designated timeframe.
• Must be available to support early morning, evening, and occasional weekend events as business needs require.