Experience Lead - Hotel organization and execution of guest recreation and enjoyment activities

Collective Hospitality

We are the travel scene for the nextgeneration adventurer. With over 70 unique and energetic properties across Southeast Asia South and Central America we offer Slumber Party Bodega Hostels Path and Socialtel Resortseach 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% GuestFacing 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 experiencebased products.

Improve the sales process and commercial opportunities surrounding experiencebased 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 locations 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 onsite (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) onsite.

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 checkins and checkouts to gather feedback.

Implement the Welcome Drink organizing daily meetups 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.