Experience Lead Porto, Portugal
Selina
- Porto
- Permanente
- Horário completo
- 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)
- 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.
- 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
- 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
- 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
- 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 activities
- Background or exposure to PR, branding, or marketing fields.
- Experience within the field of hospitality or other lifestyle products.
- Experience with multi-project management. Experience with event production, retail, design, and festivals is advantageous.
- Strong interest in Customer Service and Experience.
- Time Management, creativity, cultural sensitivity,y and strong communication skills.
- Revenue and profit-oriented.
- Able to work and collaborate in a matrix environment.
- Strong negotiation and relationship management skills
- Collaborate cross-functionally with design, culture, tech, commercial, and operations.
- Must be a local of the country of application. Years of living in the country).
- Robust social and professional network in the country of application.
- Must speak English and the local language of the country of application.