Guest Experience Manager - Redmond, WA

Eurest

Salary: $90,000 - $100,000/year

Pay Grade: 15

Other Forms of Compensation:

As the leader in business and industry dining, Eurest is the company to join if you want a rewarding career packed with limitless opportunities. We feed the employees of the nation's largest and most-prestigious companies -- in every state and across all industries. As a member of Eurest's leadership and professional support team, you will help our 16,000 chefs, and in-unit associates excel as they deliver world-class meals in corporate cafes and executive dining rooms with on-site catering through vending innovations and more.

Our company is innovative, high performing and fast growing. Our teammates are enthusiastic, committed to quality and thrive on consistently delivering unparalleled results. And did we mention we work with exciting companies and at interesting locations? Come grow your career with Eurest.

The Guest Experience Lead is responsible for overseeing the operational aspects of a facility, ensuring effective resource management, maintaining service standards, and building strong relationships with internal and external stakeholders. This role involves managing the Guest Experience and Furniture & Logistics teams, coordinating operations, overseeing the facility budget, maintenance, and related projects. The Guest Experience Lead’s primary goal is to ensure smooth daily operations while maintaining a safe and welcoming environment for clients and guests.

• Operational Liaison: Serve as the primary point of contact for all facility matters, acting as a liaison between the Compass team, Microsoft clients, and stakeholders.

• Facility Operations Oversight: Manage all aspects of facility operations, including maintenance, construction, updates, and repairs, ensuring optimal performance and functionality.

• Project Coordination: Lead and manage multiple facility projects simultaneously, prioritizing tasks, and ensuring timely execution in a fast-paced environment.

• Vendor Coordination: Work closely with RE&F service providers and various vendors (technology, catering, janitorial, maintenance, and security services) to streamline processes and maintain seamless experience for guests.

• Budget Management: Oversee and manage the facility budget, including corporate credit card expenditures, creating purchase orders (POs), tracking project costs, handling invoices, and managing capital expenses.

• Relationship Building: Build and foster long-term relationships with associates, clients, stakeholders, and internal teams to promote collaboration, team morale, and a positive work environment.

• Process Improvement: Continuously review and assess the effectiveness of policies and procedures, identifying and implementing improvements to increase efficiency and service quality.

• Second Level Response to Guest Escalations:
  Serve as the secondary point of contact for escalated customer issues, taking ownership of unresolved concerns.

• Health, Safety & Security: Ensure strict compliance with all health, safety, and security protocols. Address and report any incidents or hazards promptly to maintain a safe environment.

• Miscellaneous Responsibilities:
  Manage additional tasks as needed to support team operations, meet business objectives, and uphold service standards, including ad-hoc projects and duties driven by changing business needs.

• Lead the Guest Experience and Furniture & Logistics teams, providing guidance, support, and oversight of their day-to-day service levels and performance. Ensure that all service level agreements (SLAs) are met and the team operates efficiently, delivering exceptional service and meeting operational goals.
• Manage all aspects of talent management, including goal setting, performance monitoring, training oversight, evaluations, and addressing performance deficiencies for continuous improvement.
• Foster long-term relationships with associates and clients, promoting a collaborative, trusting, and successful team dynamic.
• Oversee staffing responsibilities, including hiring, onboarding, transfers, and terminations. Manage employee relations…