Key Account Manager F&B (KAM)

Who You Are

You are passionate about leading excellent food & beverage and hospitality service operations within complex environments. You are continuously evolving and seeking opportunities for improvement, while looking to create impact with clients who have high standards and expectations. You thrive at the intersection of culinary excellence and operational precision, knowing that inspiring guest experiences requires strong systems, financial stewardship, scalable processes, and unwavering standards. You are as comfortable reviewing performance metrics and contract compliance as you are walking the floor, coaching leaders, and engaging with clients. You understand that exceptional hospitality programs are built on disciplined execution, strong leadership, and teams who win together.

Position Overview

The Key Account Manager is responsible for the effective and efficient functioning of the campus services operations. You will serve as the strategic partner to the client, ensuring all functions, initiatives and priorities align with the client’s overall goals, ISS/Guckenheimer’s business strategy, and our contractual commitments.  You will translate vision into disciplined operational execution, delivering exceptional workplace dining and hospitality experiences while driving measurable financial and performance results.

Success Criteria

• Success in this role is defined by an unwavering commitment to hospitality, operational excellence, and delivering exceptional guest experiences every day.
• Sustained client satisfaction and long term retention driven by consistent, elevated dining and hospitality experiences that guests value and remember
• Operational excellence across the campus, ensuring seamless service, consistent quality, and environments that reflect pride, professionalism, and care
• Strong financial performance achieved through disciplined cost management, smart forecasting, and operational efficiency that protects both the guest experience and the business
• High levels of guest engagement and measurable satisfaction that demonstrate the program is meaningful and aligned with client culture
• Development of strong operations and culinary leaders who create welcoming environments, support their teams, and uphold service standards daily
• Flawless execution of contractual commitments, safety standards, and compliance requirements, ensuring trust, reliability, and brand integrity

Key Responsibilities

• Lead all campus operations with a hospitality first mindset, ensuring every café and service point delivers a consistent and elevated guest experience
• Partner closely with ISS/Guckenheimer regional leadership, campus leadership team, and client stakeholders to align operational strategy with client objectives and contractual commitments
• Drive disciplined execution across the campus by ensuring all ISS/Guckenheimer and client standards, policies, and service expectations are consistently upheld
• Oversee financial performance for the campus account, including margin management, cost controls, forecasting accuracy, and performance metric accountability
• Ensure operational systems, reporting tools, and processes function effectively to support accuracy, scalability, and informed decision making
• Lead new service launches, renovations, and program enhancements with strong operational readiness and seamless guest experience execution
• Lead client retention and growth efforts by demonstrating operational strength, service excellence, and continuous improvement
• Facilitate leadership alignment meetings with General Managers, chefs, and support teams to reinforce accountability, innovation, and consistent execution
• Maintain a visible presence on site, coaching leaders in real time, reinforcing hospitality standards, and ensuring every guest interaction reflects professionalism and care

Ideal Candidate Experience

• 10+ years in multi-unit, multi-concept Hospitality Services Management: Restaurant, Hotel, Retail, Food & Beverage, etc.
• Prior experience in contract-managed service highly desired; Corporate Dining experience preferred
• Experience managing a team of leaders across diverse disciplines (i.e. operations, culinary, guest experience, etc.)
• Bachelor’s degree in Hospitality, Business, or similar required; Master’s degree is highly preferred. Graduate of an accredited Culinary Institution or Hospitality program preferred
• Proven track record of leadership: building, managing, and leading large and diverse teams
• Positive attitude and dependable under pressure - an excellent role model, motivator, and leader
• Passion for hospitality, innovation, and creative experiences
• Successful coaching and teaching skills in both individual 1-on-1 and team settings
• Proven ability to maximize budget, enhance user experience and creativity across all channels in alignment with business strategy
• Demonstrate good judgement and decision-making skills
• Must have extensive direct client interaction experience in both informal settings and in formal meetings
• Manager ServSafe Certified or ability to be certified immediately after hire

Key Accountabilities

Food and Workplace Safety: Safety is foundational to guest trust and operational excellence.

• Embed food safety and workplace safety into daily campus operations through leadership, training, and consistent follow through
• Ensure all kitchens and service areas are organized, clean, and inspection ready at all times
• Enforce adherence to workplace safety standards, food safety protocols, and all regulatory requirements
• Oversee execution of Allergen Control Plan requirements with precision and operational discipline
• Validate accurate product labeling and clear allergen identification across all cafés
• Maintain strict compliance with HACCP and NSF standards through documented processes and audit readiness

You set the tone for a campus culture where safety, operational rigor, and genuine hospitality come together to create exceptional experiences for every guest.

Leadership and Influence:  Communicates with clarity and confidence, aligns stakeholders, and inspires teams to achieve shared goals.

Client and Guest Focus:  Anticipates needs, responds with urgency and professionalism, and builds trusted relationships that drive retention and growth.

Operational Excellence:  Ensures disciplined execution, financial stewardship, and scalable systems that protect the guest experience.

Drive and Accountability: Demonstrates ownership, resilience, and a relentless commitment to results.

Adaptability and Composure: Thrives in fast paced environments and maintains professionalism under pressure.

Inclusive Leadership: Values diverse perspectives and fosters a culture of respect, collaboration, and belonging.

Integrity: Upholds the highest ethical standards and leads with transparency and accountability.

If you are inspired by hospitality, energized by leading strong teams, and motivated to deliver extraordinary workplace dining experiences, we invite you to bring your leadership to ISS/Guckenheimer.

Physical Demands & Work Environment:

• Ability to stand and walk for extended periods, up to eight hours per day
• Ability to lift a minimum of twenty five pounds
• Maintain professional appearance standards
• Thrive in high volume environments with time sensitive demands
• This is a hands on leadership role rooted in the energy and rhythm of hospitality operations.

HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.  

ISS offers full-time employees a variety of benefits, including medical, dental, life, and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $155000.00  - $165000.00 . Final compensation will be determined based on experience and skills and may vary from the abovementioned range.

To Executive Search Firms and Staffing Agencies: ISS Facility Services / Guckenheimer does not accept unsolicited resumes from agencies. All unsolicited resumes will be considered ISS Facility Services / Guckenheimer property, and ISS Facility Services / Guckenheimer will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the ISS Facility Services / Guckenheimer Human Resources Talent Acquisition Department.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to influence the market positively wherever we operate.