Experience Lead

Collective Hospitality We are the travel scene for the next-generation adventurer. With over 70 unique and energetic properties across Southeast Asia, South and Central America, we offer Slumber Party, Bodega Hostels, Path, and Socialtel Resorts—each a playground of epic experiences designed for the bold, the social, and the forever curious. What will you be doing? Organization and Execution of Guest Recreation and Enjoyment Activities 25% Digital Channel Management : Strategizing, aligning, coordinating, scheduling, designing, communicating, and measuring. 75% Guest-Facing Management : Training, engaging, listening, connecting, upselling, hosting, guiding, and informing. Commercial Promote the sale of coworking spaces, retail, tours, surf, spa, and wellness offerings. Communicate with and lead the team to achieve daily and weekly goals. Drive the commercial energy of the team. Manage the availability of tours and experience-based products. Improve the sales process and commercial opportunities surrounding experience-based offerings. Guest Experience Be responsible for the guest experience, ensuring the team interacts with every new visitor, offers upgrades and upsells, and guarantees 100% satisfaction. Support the site leader in coordinating interdepartmental communication, analyzing destination index results, and implementing action plans. Lead ongoing training activities, such as Blueprint activations, Experience Activations, and cultural initiatives. Programming and Events Plan, schedule, and execute weekly and monthly activities under the guidance of the Country Experience Manager. Organize and implement activities related to art, learning, impact, wellness, and music. Communication Manage the location's WhatsApp chat, keeping it active as a space for connection. Continuously communicate and follow up on experience objectives and Destination Index metrics, with support from the Country Experience Manager and Country Operations Director. Ensure proper implementation and updating of physical communication on-site (according to brand and marketing guidelines). Lead, guide, and supervise the location staff to ensure success in experience metrics. Inform guests and visitors about our tours and transport, highlighting the unique features of each experience. Support relationship management with the local community. Serve as the point of contact for local community contributors (Location Experience Board) on-site. Maintaining the Experience Routine Support the creation of social media content at the local level. Be the heart of the guest experience: engage customers and the team throughout the shift, especially during check-ins and check-outs to gather feedback. Implement the Welcome Drink, organizing daily meet-ups for new guests to get to know each other. Perform a daily walkthrough of the property and follow the experience checklist at least twice a week. Coordinate the residency and exchange program, welcoming content creators and supporting them in capturing the best images and experiences of the location. Standards Implementation and Auditing Ensure compliance with music standards (Soundtrack), using the official playlist with appropriate volume and selection throughout the day. Manage local systems (Rezdy, Soundtrack, Canva, Kepsla, Asset Bank, BackOffice). Respond to reviews on OTAs, F&B platforms, and guest surveys. Review the app to ensure all activities have correct information and update as needed. Update the Back Office (Web and App) to ensure all activities meet brand standards for the upcoming month. Report cultural activities and impact initiatives. #J-18808-Ljbffr