Experience Lead

Há 1 mês

Porto, Portugal Selina Tempo inteiro

**Who we are**

Our mission is to build a global movement where people live, travel, work and experience, while making 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 travelers, to work and enjoy new adventures.

The Selina ecosystem consists of Hospitality, Food & Beverage, Tours, Wellness, Education, Development, Real Estate, Co-Working, Art & Design, Community Impact, Education, Surf, Sales, Marketing, and Technology. With 100+ Locations opening around the globe, we have multiple job opportunities at any given time.

**What the role is**

The Experience Leader will be our #1 fan He/she is the heart and soul of Selina, leading the experiences at the unit level by bringing the location's concept to life and ensuring we deliver memorable experiences to our guests, visitors, and staff aligned with our brand and mission.

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

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

**What will you be doing?**

**25% Online**:Strategising, aligning, coordinating, programming, designing, communicating & measuring.

**75% Offline**: Training**, **engaging, listening, connecting, sharing, upselling, hosting, guiding & informing.

**Commercial**
- Promote the sale of Cowork, Retail, Tours, Surf, Spa, and wellness. Communicate and lead the team to reach daily and weekly targets. Drive the commercial energy of the team.
- Availability management of tours and experience products.
- Improve the sales process and the business opportunities around the experience products (CoWork, Retail, Tours, Surf, Spa, Wellness)

**Guest Experience**
- Own guest experience, ensure Location to talk to every new guest, offer upgrades and upsell, and guarantee 100% guest satisfaction, as well as the location staff.
- Support the location’s leader in coordinating communication between departments to analyze destination index results and implement action plans.
- Lead ongoing Training activities such as Blueprint activations, Experience Activations and culture initiatives.

**Programming & Events**
- Weekly and monthly activities, programming, planning, and execution, with the guidance of the Country Experience Manager
- Host and/or support implementing programming activities related to Arts, Learning, Impact, Wellness, and Music

**Communication**
- Owner of Whatsapp Location Guest Chat, keeping it alive and a place to connect.
- Continuously Communicate and follow Up on experience objectives and Destination Index metrics action plans with the support of the Country Experience Manager and the Country Operations Director
- The physical communication on location (brand & marketing guidelines) is in its proper implementation and constantly updated. (print & place)
- 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
- Support management of local community relations
- Be the point of contact for Local community contributors (Location Experience Board) when on-site

**Keeping the Experience Routine**
- Support content creation for social media at the location level.
- Heart of guest experience: Engage with customers, involving the entire team throughout your shift (especially during check-in and check-out hours to receive guest feedback)
- Implement the Welcome Drink. Daily gathering for new check-ins to connect travelers
- Daily Property Walk and following the Experience Checklist at least twice weekly
- Coordinate residency and exchange program at the location, receiving content creators and supporting them in getting the best images/photos/experiences the location offers

**Implementing and Auditing standards**
- Compliance on music (Soundtrack). He/She runs the official Selina playlist appropriately, controlling the right volume and music selected throughout the day.
- Systems management (Rezdy, Soundtrack, Canva, Kepsla, Asset Bank, BackOffice) - local level
- Answer reviews in OTA’s, F&B Online Platforms & Guest Surveys
- Check the app to make sure all activities have the correct information and update when necessary
- Update Back office (Web and App) to make sure all activities are accurate and compliant with brand standards for the next month's activities
- Report on Culture and impact act

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