Manager of Experiences

The Director of Experiences is responsible for designing developing and leading the overall guest experience strategy ensuring that every touchpoint throughout the guest journey reflects the hotels luxury positioning brand promise and commitment to personalized service.

This role leads the creation and execution of distinctive meaningful and memorable experiences that connect guests with the destination culture nature wellness gastronomy and unique attributes of the property. The Director of Experiences works closely with all operational departments to ensure seamless execution and consistency throughout the guest journey.

Experience Design & Innovation

• Design and curate unique personalized and emotionally engaging experiences for individual guests families couples VIPs and special occasions.
• Develop signature experiences connected to the destination including culture nature wellness gastronomy art sustainability and local heritage.
• Establish partnerships with premium local artisans experts artists chefs wellness practitioners and other experience providers.
• Ensure all experiences are consistent with the propertys luxury standards and brand identity.

Guest Journey & Personalization

• Oversee the development of personalized experiences based on guest preferences profiles occasions and behavioral insights.
• Collaborate with Reservations Front Office Concierge Butler Services Food & Beverage Wellness Sales & Marketing and other departments to ensure a seamless guest journey.
• Review guest feedback preferences and satisfaction data to identify opportunities for service recovery and experience enhancement.
• Ensure VIP and high-profile guests receive highly personalized and differentiated experiences.

Leadership & Operations

• Establish operating procedures service standards and quality guidelines for all experiences.
• Ensure flawless planning coordination and execution of guest experiences.
• Conduct regular quality reviews and participate in operational inspections to ensure consistency and excellence.

Financial & Business Management

• Develop and manage the annual budget and operating expenses.
• Identify opportunities to generate incremental revenue through curated experiences where applicable.
• Monitor key performance indicators related to guest satisfaction participation revenue profitability and operational efficiency.
• Evaluate the return on investment of experience initiatives and continuously optimize the portfolio.

Brand & Cross-Functional Collaboration

• Partner with Marketing and Communications to develop storytelling and promotional strategies around signature experiences.
• Collaborate with Sales Public Relations and Revenue Management to leverage experiences as a competitive differentiator.
• Support the development of luxury packages celebrations special events and bespoke itineraries.
• Represent the hotel at relevant luxury hospitality travel and experiential events when required.

KEY PERFORMANCE INDICATORS

• Guest satisfaction and experience scores
• Guest engagement and participation
• Net Promoter Score (NPS) and guest feedback
• Quality assurance and luxury brand standards
• Experience-related revenue and profitability
• Repeat guest and loyalty indicators
• Number and quality of signature experiences developed
• Guest personalization and recognition performance
• Team engagement and productivity

Qualifications :

• Bachelors degree in Hospitality Management Tourism Business Administration Marketing or a related field.
• Minimum 58 years of progressive experience in luxury hospitality guest experience concierge experiential travel lifestyle hospitality or a related field.
• Previous leadership experience in a luxury hotel resort private club luxury travel company or high-end experiential environment.
• Strong understanding of luxury guest expectations service excellence personalization and experiential hospitality.
• Proven ability to conceptualize and execute innovative guest experiences.
• Strong commercial awareness and understanding of financial performance.
• Excellent communication interpersonal negotiation and relationship-building skills.
• Fluency in English and Spanish.
• Strong knowledge of the local destination culture gastronomy nature wellness and luxury lifestyle is highly desirable.

CORE COMPETENCIES

• Luxury Service Excellence
• Guest-Centric Leadership
• Experience Design & Innovation
• Strategic Thinking
• Creativity & Storytelling
• Emotional Intelligence
• Personalization
• Commercial Acumen
• Relationship Management
• Attention to Detail
• Cross-Functional Collaboration
• Team Leadership & Development
• Problem Solving & Decision Making

Additional Information :

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks including complimentary upgrades extended stays discounted stays across Fairmont & Raffles properties special dining and wellness discounts and added luxuries to enhance your experience. We believe in taking care of our team ensuring that your hard work is rewarded with exceptional benefits.

Our Values

Respect:
We value the needs ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:
We make genuine connections and we cherish every opportunity to make the people around us feel special.

Belonging:
We celebrate our differences. We support each other and we always stand together.

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. 

Integrity:
We build trust through mutual respect and being authentic.

Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

Remote Work :

No

Employment Type :

Full-time