CULTURE & EXPERIENCE MANAGER (Campus Dining)- The George Washington University - Washington, DC

Job Summary

The Culture & Experience Manager is responsible for leading, embedding, and sustaining Chartwells’ Signature Service culture across dining operations at The George Washington University. This role focuses on building a hospitality-driven environment where associates consistently deliver elevated, personalized guest experiences through daily operational execution, coaching, and culture-building initiatives.

Key Responsibilities:

• Lead the execution of Signature Service within assigned dining operations, ensuring it is embedded as a consistent, repeatable hospitality behavior.
• Operationalize Signature Service and Unreasonable Hospitality through structured tools, training, and on-the-floor support.
• Coach leaders and frontline associates to deliver welcoming, personalized, and genuine guest experiences.
• Ensure Signature Service is reflected in daily huddles, leadership walks, onboarding, recognition practices, service recovery, and peak-period execution.
• Foster a service-forward culture where associates are engaged, empowered, and connected to the campus community.
• Reinforce service standards through storytelling, recognition programs (e.g., Signature Love), and team celebrations.
• Partner with Human Resources, unit leadership, and the Vice President of Operations (VPO) to implement engagement and recognition initiatives aligned with company values:
• Identify operational or cultural barriers impacting service delivery and collaborate with leadership to drive solutions.
• Provide training, tools, and ongoing coaching to managers, supervisors, and frontline teams to support exceptional guest experiences.
• Conduct service observations, leadership walks, and feedback sessions to reinforce hospitality behaviors in real-time.
• Support teams in anticipating guest needs, personalizing interactions, and building meaningful campus relationships.
• Develop and mentor service champions and peer coaches to sustain long-term behavioral adoption.
• Develop and implement practical tools such as playbooks, checklists, and training resources to drive consistency and scalability.
• Partner cross-functionally with culinary, marketing, finance, HR, safety, and operations teams to align service initiatives with overall business objectives.
• Support high-impact moments including new unit openings, transitions, peak periods, special events, and client engagements.
• Monitor key service performance indicators, including guest feedback, associate engagement, and training adoption.
• Share insights and recommendations with the Sector Senior Director of Signature Service and VPO.
• Develop and implement action plans based on performance trends and feedback.
• Promote operational discipline while demonstrating how efficiency enables stronger hospitality and improved guest experiences.

Preferred Qualifications

• Bachelor’s degree or equivalent experience in hospitality, foodservice, business, or related field.
• 3+ years of experience in hospitality, dining services, customer experience, or service-driven environments.
• Proven ability to build and sustain high-performing, guest-focused service cultures.
• Strong facilitation, coaching, and training skills with the ability to translate standards into actionable behaviors.
• Excellent communication and storytelling skills with the ability to engage frontline associates and leadership.
• Passion for hospitality and guest experience, with a commitment to service excellence.
• Ability to thrive in a fast-paced, dynamic environment while balancing strategic initiatives with hands-on execution.
• Experience using data and insights to identify service gaps and drive continuous improvement.