Job Details

Rapport

Salary: $85000 - $95000 / year

Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning and conference center management. Distinct from recruitment agencies, we do not engage in temporary contracts. Our commitment is to foster long-term career development, allowing ambassadors to enjoy the comprehensive benefits of working directly with us.

Rapport invests in all of its ambassadors, allowing them to attain their career aspirations. It starts with a warm welcome to our business, followed by an individual training and development program. You'll be encouraged to become the very best you can be throughout your career here, and will be provided with the skills to step into your next big role.

Becoming a Rapport ambassador means becoming part of a global community, collaborating with diverse talents, sharing ideas, and experiencing a workplace culture that extends beyond local boundaries. Your journey with us is more than just a job: it's a meaningful career.

Job Summary

Rapport is a specialized division of FLIK Hospitality Group, delivering elevated guest and employee experiences across premium environments. Unlike recruitment agencies, Rapport employs its ambassadors directly offering long-term careers, comprehensive benefits, and meaningful development opportunities.

We invest in every ambassador from day one with a warm welcome, tailored training, and continuous development. As part of a global hospitality community, Rapport ambassadors collaborate across cultures, share best practices, and build careers that extend far beyond a single location.

Position Overview

The Hospitality Experience Manager is responsible for leading and elevating the end-to-end guest experience across United Club and United Polaris Lounges within a major airport environment. This role ensures seamless, world-class service delivery for United's premium travelers while inspiring on-site teams to consistently deliver Rapport's Platinum Service standards. Coverage may extend to multiple lounges located within the same airport.

Key Responsibilities:

• Own and champion the overall guest experience across United Club and Polaris Lounges
• Oversee guest services and service recovery Partner with culinary, operations, and airport stakeholders
• Lead lounge activations and premium service moments
• Conduct quality audits and ensure brand compliance
• Track and act on guest satisfaction metrics

Qualifications & Experience:

• 5+ years of hospitality leadership experience
• Ability to remain on your feet for extended periods and frequent movement including walking between locations throughout the workday
• Airport lounge, airline, or premium hospitality experience preferred
• Excellent communication and problem-solving skills
• Proficiency with Microsoft Office and hospitality systems

Hours of Work & Shift Expectations:

• Full time role scheduled based on operational needs of United Club and United Polaris Lounges
• Flexibility to work early mornings, evenings, weekends and holidays
• Schedules may vary due to flight volumes, lounge capacity and special events
• Presence expected during peak travel periods
• Fully onsite role

Why Join Rapport?

At Rapport, your role is more than hospitalityit's a career journey. Ambassadors receive personalized development, competitive compensation, comprehensive benefits, and opportunities for growth within FLIK Hospitality Group and Compass Group's global network.