Experience Champ

**Who we are**
Our Mission is to inspire authentic and meaningful connections.
Selina was born out of a desire to celebrate the nomadic lifestyle: to experience our planet’s most beautiful places, to build community, to engage with locals and fellow travellers, to work and enjoy new adventures.

**What the role is**

The Front Desk Agent-Experience Champ will be our #1 fan Is the heart and soul of Selina, leading the Experiences at the unit level by bringing the location's concept to life, ensuring we deliver memorable experiences to our guests, visitors, and staff aligned with our brand and mission.

This role will be successfully execute by managing all the content, programming design and execution at the location working hand in hand with internal and external parties, managing the required support from other departments' staff and in close relation with the Country Experience Director.

The Front Desk Agent-Experience Champ will work part time in a Front of the House role including but not limited to reception and tour desk.

The key to excelling in this role is to have a social personality, enjoy interacting with people from around the world on a daily basis, be well-organized, to have great time management skills, strategic creativity and critical observation skills

**What you will be doing**

**Front Desk Agent Functions**:

- Providing a friendly, welcoming and efficient service to all guests, in line with our vision and values on customer satisfaction
- To undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.
- To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
- To assist in keeping the hotel reception area clean and tidy at all times.
- To undertake all training as required (eg, first aid, health and safety, customer service).
- To undertake any other ad-hoc duties (bar and restaurant work) relevant to the post, as and when required.
- To administer the general petty cash system and float in an accurate manner
- Interact with customers, take orders and serve snacks and drinks
- Comply with all food and beverage regulations
- Offering all Selina services such as tours, shuttle buses and rentals to customers
- Ensuring the best experience of all customers

**Experience Functions**:

- To be Selina’s #1 Fan: Connect with guests and make sure to promote all experiences. Transmit knowledge, passion, emotion, energy and motivation to the location team.
- Heart of guest experience: Engage with customers involving the entire team throughout your shift.
- Implement the Welcome Drink. Daily gathering for new check-ins to connect travelers between them
- Daily Property Walk and doing the XP Checklist at least twice a week.
- Owner of Whatsapp Location Guest Chat. In charge of making it alive and a place to connect
- Continuously Communicate & Follow Up on XP objectives and Destination Index metrics action plans with the support of the Cluster Experience Manager and the Experience Director
- Compliance on music (Soundtrack) & location communication (print & place): Properly running the official Selina playlist, controlling the right volume and music selected throughout the day. Also own the physical communication on location (brand & marketing guidelines) in its proper implementation and constant update
- Provide team leadership, mentorship and supervision to location-based 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.
- Promote the sale of Cowork, Retail, T&T, Surf, Spa and wellness during their shift and communicate to the rest of the team the daily and weekly targets that there are for each one and be that engine that moves them to achieve them (hence the importance of the profile)
- Support management of local community relations
- Coordinate residency & Exchange programme at the location, receiving content creator’s and supporting them on getting the best images/photos/experiences that the location has
- Weekly and monthly activities programming planning and execution with guidance of the Experience director and support of Cluster GM

**What you need for the role**
- Previous experience in hotels, restaurants and managing on site activities. Experience working with lifestyle brands and marketing of events is an advantage
- Certification in any wellness related teaching (Yoga, Meditation, personal training, etc)
- Experience with PR, brand management, event production, retail, design, and festivals is an advantage.
- Grassroots experience working in multicultural environments with a diverse group of local and global stakeholders
- Experience in managing community relations
- Microsoft Office and Google G-Suite proficiency
- Knowledge and sensitivity of local cul