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Experience Lead

hace 4 semanas

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Como una empresa joven y ambiciosa, Collective Hospitality está en una trayectoria de rápido crecimiento y evolución.
Estamos constantemente buscando nuevas formas de mejorar nuestros servicios y ampliar nuestro alcance.
Collective Hospitality Somos la escena de viajes para el aventurero de la próxima generación.
Con más de 70 propiedades únicas y llenas de energía en el sudeste asiático, América del Sur y Central, te ofrecemos Slumber Party, Bodega Hostels, Path y Socialtel Resorts; cada una un parque de experiencias épicas diseñadas para los audaces, sociales y eternamente curiosos.
¿Qué estarás haciendo?
25% Online:  Estrategizar, alinear, coordinar, programar, diseñar, comunicar y medir.
75% Presencial:  Capacitar, involucrar, escuchar, conectar, compartir, vender adicionales, hospedar, guiar e informar.
Comercial Promover la venta de Cowork, Retail, Tours, Surf, Spa y bienestar .
Comunicar y liderar al equipo para alcanzar los objetivos diarios y semanales.
Impulsar la energía comercial del equipo.
Gestionar la disponibilidad de tours y productos de experiencia .
Mejorar el proceso de ventas y las oportunidades comerciales en torno a los productos de experiencia.
Experiencia del Huésped Ser responsable de la experiencia del huésped, asegurando que el equipo interactúe con cada nuevo visitante, ofrezca mejoras y ventas adicionales, y garantice 100% de satisfacción .
Apoyar al líder del establecimiento en la coordinación de comunicación entre departamentos , analizar resultados del índice de destino e implementar planes de acción.
Liderar actividades de capacitación continua , como activaciones de Blueprint, Activaciones de Experiencia e iniciativas culturales.
Programación y Eventos Planificación, programación y ejecución de actividades semanales y mensuales , bajo la guía del Country Experience Manager .
Organizar e implementar actividades relacionadas con arte, aprendizaje, impacto, bienestar y música .
Comunicación Administrar el chat de WhatsApp de la ubicación , manteniéndolo activo y como un espacio de conexión.
Comunicar de manera continua y dar seguimiento a los objetivos de experiencia y métricas del Índice de Destino , con apoyo del Country Experience Manager y el Country Operations Director .
Asegurar la correcta implementación y actualización de la comunicación física en la ubicación (según las pautas de marca y marketing).
Liderar, orientar y supervisar al personal de la ubicación para garantizar el éxito en las métricas de experiencia.
Informar a los huéspedes y visitantes sobre nuestros tours y transporte , destacando las características únicas de cada experiencia.
Apoyar la gestión de relaciones con la comunidad local .
Ser el punto de contacto con los contribuyentes de la comunidad local (Location Experience Board) en el sitio.
Manteniendo la Rutina de Experiencia Apoyar la creación de contenido para redes sociales a nivel local.
Ser el corazón de la experiencia del huésped: involucrar a los clientes y al equipo durante todo el turno , especialmente en check-ins y check-outs para recibir retroalimentación.
Implementar el Welcome Drink , organizando reuniones diarias para que los nuevos huéspedes se conozcan.
Realizar un recorrido diario por la propiedad y seguir la lista de verificación de experiencia al menos dos veces por semana.
Coordinar el programa de residencias e intercambios , recibiendo creadores de contenido y apoyándolos para capturar las mejores imágenes y experiencias de la ubicación.
Implementación y Auditoría de Estándares Garantizar el cumplimiento de la música (Soundtrack), asegurando el uso de la playlist oficial con el volumen y la selección adecuada durante el día.
Administrar sistemas a nivel local ( Rezdy, Soundtrack, Canva, Kepsla, Asset Bank, BackOffice ).
Responder a reseñas en OTAs, plataformas de F&B y encuestas de huéspedes .
Revisar la app para asegurarse de que todas las actividades tengan la información correcta y actualizarla cuando sea necesario.
Actualizar el Back Office (Web y App) para garantizar que todas las actividades cumplan con los estándares de la marca para el próximo mes.
Reportar actividades culturales e iniciativas de impacto.