Hospitality Manager

Position Title: HOSPITALITY AND EXPERIENCE MANAGER

Salary: $125,000 - $135,000

Pay Grade: 16

Other Forms of Compensation: BONUS

ESFM is the corporate facilities management (FM) division of Compass Group USA, a Gold-level Corporate Sustaining Partner of the International Facility Management Association (IFMA), and a Platinum Corporate Member of the Association of Energy Engineers (AEE).

ESFM self-performs 80% of all FM services provided to clients. Our portfolio of solution categories includes Facilities Maintenance & Engineering, ESG Programming, Laboratory Support Services, Janitorial & Industrial Cleaning, Landscaping & Grounds Management, Workplace Solutions and Managed Services.

This self-performance model creates a consistent hospitality experience for clients, resulting in higher engagement and productivity from their employees. ESFM’s clients include many household names from the life sciences, technology, oil & gas and manufacturing markets.

This position is eligible for an Employee Referral Bonus! If you know someone that is qualified for this role, please use the ‘job search’ in People Hub to refer your referral and email them a link to apply. Your referral will be able to apply by clicking the link in the email. You can check the status through your profile, accessible via Careers in People Hub, by clicking on ‘referral tracking.’

For Employee Referral guidelines, FAQs and the Compass Employee Referral Policy, email

The Hospitality and Experience Manager plays a pivotal role in overseeing a diverse portfolio of client locations across multiple markets. Serving as the primary point of contact for client projects and escalations, the RRM partners closely with front-line managers to ensure compliance with operational standards, financial performance goals, hospitality training, and safety protocols.

This position reports to the Regional Director of Operations and supports a complex network of Site Managers and team leads.

The role is primarily based in the New York and New Jersey metropolitan area, with responsibility for providing support across the Northeast and, as needed, the West Coast.

• Develops financial forecasts and budgets; balances programs and resources across assigned accounts
• Accountable for achieving financial goals and performance targets
• Ensures accuracy and timeliness of financial reporting, data, and key performance metrics
• Reviews and analyzes financial statements, weekly operating reports, and other performance data
• Monitors and audits accounting, control processes, and financial compliance within assigned accounts

• Maintains high levels of client satisfaction to support account retention and growth
• Administers client and customer surveys and responds promptly and effectively to feedback
• Ensures all employees demonstrate an aggressive hospitality and respect-driven service culture
• Promotes client awareness of program options and available corporate resources
• Monitors and ensures compliance with client contract terms and service level agreements
• Partners with clients to customize programs to meet site-specific needs
• Evaluates and enhances the effectiveness of client communications, reinforcing ESFM’s value proposition
• Supports development and execution of district/unit business plans and client reporting as needed

• Increases regional revenue and operating profit through service expansion and growth initiatives
• Maintains awareness of competitive landscape and market conditions, both internal and external
• Coordin​ates with cross‑functional teams during reassessment, resale, and rebid processes
• Leverages ESFM and Compass Group resources to maximize regional performance
• Identifies and recommends new sales and organic growth opportunities
• Actively participates in bids and sales processes in collaboration with the Regional Director and Sales teams
• Plans, organizes, directs, and supervises regional operations and activities
• Establishes and enforces operational standards, workflows, policies, and procedures
• Promotes and exemplifies corporate culture, values, and management philosophy
• Demonstrates proactive…