Experience Lead

What will you be doing

25% Online : Strategising aligning coordinating programming designing communicating & measuring.

75% Offline : Training engaging listening connecting sharing upselling hosting guiding & informing.

Commercial

Promote the sale of Cowork Retail Tours Surf Spa and wellness. Communicate and lead the team to reach daily and weekly targets. Drive the commercial energy of the team.

Availability management of tours and experience products.

Improve the sales process and the business opportunities around the experience products (CoWork Retail Tours Surf Spa Wellness)

Guest Experience

Own guest experience ensure Location to talk to every new guest offer upgrades and upsell and guarantee 100% guest satisfaction as well as the location staff.

Support the locations leader in coordinating communication between departments to analyze destination index results and implement action plans.

Lead ongoing Training activities such as Blueprint activations Experience Activations and culture initiatives.

Programming & Events

Weekly and monthly activities programming planning and execution with the guidance of the Country Experience Manager

Host and / or support implementing programming activities related to Arts Learning Impact Wellness and Music

Communication

Owner of Whatsapp Location Guest Chat keeping it alive and a place to connect.

Continuously Communicate and follow Up on experience objectives and Destination Index metrics action plans with the support of the Country Experience Manager and the Country Operations Director

The physical communication on location (brand & marketing guidelines) is in its proper implementation and constantly updated. (print & place)

Provide team leadership mentorship and supervision to locationbased staff for Experience metrics success

Tell guests and visitors about our tours and transportation. Share the characteristics of these unique experiences that will help them create unforgettable memories

Support management of local community relations

Be the point of contact for Local community contributors (Location Experience Board) when onsite

Keeping the Experience Routine

Support content creation for social media at the location level.

Heart of guest experience : Engage with customers involving the entire team throughout your shift (especially during checkin and checkout hours to receive guest feedback)

Implement the Welcome Drink. Daily gathering for new checkins to connect travelers

Daily Property Walk and following the Experience Checklist at least twice weekly

Coordinate residency and exchange program at the location receiving content creators and supporting them in getting the best images / photos / experiences the location offers

Implementing and Auditing standards

Compliance on music (Soundtrack). He / She runs the official playlist appropriately controlling the right volume and music selected throughout the day.

Systems management (Rezdy Soundtrack Canva Kepsla Asset Bank BackOffice) local level

Answer reviews in OTAs F&B Online Platforms & Guest Surveys

Check the app to make sure all activities have the correct information and update when necessary

Update Back office (Web and App) to make sure all activities are accurate and compliant with brand standards for the next months activities

Report on Culture and impact activities

What you need for the role

Background or exposure to PR branding or marketing fields.

Experience within the field of hospitality or other lifestyle products.

Experience with multiproject management. Experience with event production retail design and festivals is advantageous.

Strong interest in Customer Service and Experience.

Time Management creativity cultural sensitivityy and strong communication skills.

Revenue and profitoriented.

Able to work and collaborate in a matrix environment.

Strong negotiation and relationship management skills

Collaborate crossfunctionally with design culture tech commercial and operations.

Must be a local of the country of application. Years of living in the country).

Robust social and professional network in the country of application.

Must speak English and the local language of the country of application.

Key Skills

Administrative Skills,Facilities Management,Biotechnology,Creative Production,Design And Estimation,Architecture

Employment Type : Full Time

Vacancy : 1