The Experience Leader is the driving force behind Socialtel guest experience, bringing the location’s concept to life and ensuring every guest, visitor, and staff member enjoys unforgettable moments that align with our brand and mission.

This role is all about delivering results—by designing, managing, and executing top-tier programming and experiences, seamlessly coordinating with internal teams, external partners, and the Country Experience Manager to maximize engagement and impact.

What It Takes to Succeed: A passion for hospitality and a natural ability to connect with people from around the world. Strong organizational & time management skills to ensure seamless execution of all events and experiences. Strategic creativity to design unique, revenue-driving experiences. A results-driven mindset, constantly refining and optimizing experiences to enhance guest satisfaction and business performance. If you thrive in a fast-paced, social, and dynamic environment and are ready to elevate guest experiences while driving commercial success, this is the role for you! 🚀

This role is fully on-site or completely in-office, it has to work from a hotel location. 20% Online: Strategizing, aligning, coordinating, programming, designing, communicating & measuring.80% Offline: Training, engaging, listening, connecting, sharing, selling, upselling, hosting, guiding & informing.

You will be in-charge of the T&T desk available on premises Drive sales and maximize revenue across CoWork, Retail, Tours, Surf, Spa, Wellness& Rooms ensuring strong performance in all experience-based products. Lead and motivate the team to consistently hit and exceed daily and weekly sales targets, fostering a high-energy, results-driven sales culture. Optimize availability management for tours and experience products, ensuring seamless booking and maximizing occupancy. Continuously refine the sales process to unlock new business opportunities, increase conversions, and enhance the guest purchasing journey. Ensure that location packages get sold.
This version makes it more sales-driven, commercially focused, and results-oriented,
emphasizing leadership, revenue growth, and optimization.

Manage and energize the WhatsApp Location Guest Chat, transforming it into an active hub for guest engagement, connection, and upselling opportunities. Drive experience objectives and guest satisfaction performance, ensuring seamless execution of action plans in collaboration with the Country Experience Manager and General Managers. Oversee on-site brand and marketing communications, ensuring all physical materials (print & place) are properly implemented, up to date, and aligned with brand guidelines. Lead, mentor, and supervise location-based staff to optimize Experience metrics, ensuring excellence in guest satisfaction and revenue growth. Proactively sell tours and transportation, highlighting their unique value to enhance guest experiences and increase sales. Strengthen local community relations, serving as the primary contact for Location Experience Board contributors and fostering valuable partnerships that enrich the guest experience.

Responsibilities Take full ownership of the guest experience, ensuring every new guest is personally welcomed, offered upgrades and upsells, and provided with an unforgettable stay. Guarantee 100% guest satisfaction, fostering a service culture that enhances both the guest journey and staff engagement. Support the location leader in streamlining cross-departmental communication, analyzing Destination Index results, and executing strategic action plans to improve performance. Lead high-impact training initiatives, including Blueprint activations, Experience Activations, and cultural programs, ensuring the team consistently delivers top-tier service and drives commercial success. 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).

Oversee and support content creation for social media at the location level, ensuring brand consistency and engagement. Supervise the logistics of influencer visits, ensuring smooth coordination and delivering outstanding experiences. Manage the residency and exchange program, welcoming content creators and guiding them in capturing the best images, videos, and experiences the location has to offer. Ensure the effective promotion of events, tours, programs, surf, wellness, art, music, and other key activities through strategic social media efforts. Work closely with the Marketing Managers to develop and implement effective strategies that enhance the location’s visibility and appeal.

Responsibilities Compliance on music (Soundtrack/ Spotify). He/She runs the official playlist appropriately, controlling the right volume and music selected throughout the day. Systems management (Cloud Beds, Canva, Guest Satisfaction Apps, G-suite and other apps) - 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 Report on Culture and impact activities.