POSITION PURPOSE
The Experience Manager is the senior functional leader responsible for creating distinctive, safe and
commercially effective guest experiences across Socialtel and Collective Hospitality hostel properties in
Asia. Reporting jointly to the Regional Director of Hostels and the Regional Director of Socialtel, the role
develops the experience strategy, programming standards, community engagement, events, entertainment,
local partnerships and guest-journey initiatives that strengthen brand identity, satisfaction, reputation,
ancillary revenue and repeat business. The position leads property Experience teams, supports openings
and turnarounds and ensures each destination delivers locally relevant experiences within consistent Group
standards.
ROLE CONTEXT
This is a shared regional role across two related but differentiated hospitality platforms. Socialtel combines
accommodation, lifestyle, community, work, food, beverage and destination-led experiences, while the
hostel portfolio requires highly social, energetic, inclusive and value-conscious programming for international
travellers. The Experience Manager must protect the identity of each brand, adapt programmes to local
markets and cultures and establish practical common standards, tools, reporting and capability across a
geographically dispersed portfolio.
 

MAIN DUTIES AND RESPONSIBILITIES
Experience Strategy and Brand Leadership
• Develop and implement the portfolio experience strategy for Socialtel and Collective Hospitality hostels
in alignment with each brand promise, guest profile and business plan.
• Translate the strategy into practical standards, annual calendars, property plans, KPIs, toolkits and
accountable implementation milestones.
• Protect the distinct identity of Socialtel and the hostel brands while creating appropriate shared
systems, training and operating efficiencies.
• Advise both Regional Directors and property leaders on guest trends, programming priorities,
experience investment and recovery actions.
Guest Journey and Service Experience
• Map and continuously improve the end-to-end guest journey from pre-arrival and welcome through
stay, social engagement, departure and post-stay connection.
• Establish memorable arrival, community introduction, local discovery and farewell rituals appropriate to
each brand and destination.
• Ensure Experience teams are visible, approachable, inclusive and proactive in connecting solo
travellers, groups, digital nomads and local communities.
• Partner with Operations to remove recurring service friction and ensure published experiences
accurately match what is delivered.
Programming, Activities and Events
• Create programming standards and balanced weekly calendars covering social, cultural, wellness,
food, beverage, entertainment, learning and destination activities.

• Ensure property programmes are locally relevant, seasonally appropriate, operationally achievable and
sufficiently varied for different guest profiles.
• Review event concepts, run sheets, staffing, production, suppliers, permissions, contingency plans and
post-event results for major activations.
• Introduce repeatable signature experiences while encouraging controlled local creativity and timely
refreshment of underperforming activities.
Community Building and Social Connection
• Create inclusive environments that help guests connect naturally without pressure and that remain
welcoming to different cultures, ages and travel purposes.
• Develop community rituals, interest-based activities, host-led introductions and responsible
communication channels that strengthen belonging.
• Build appropriate engagement with local residents, creatives, entrepreneurs and community
organisations without displacing or disrespecting local culture.
• Ensure programmes prevent exclusion, harassment, discrimination and unsafe behaviour and provide
clear routes for guest support and escalation.
Commercial Activation and Ancillary Revenue
• Develop experience-led revenue opportunities across tours, activities, events, food, beverage,
entertainment, wellness, transport and approved partnerships.
• Set participation, revenue, margin, conversion and guest-value expectations and ensure paid activities
are properly priced, contracted and reconciled.
• Work with Commercial and Marketing teams to create packages, campaigns, content and upselling
opportunities that increase bookings and in-house spend.
• Balance commercial performance with authentic guest value and discontinue activities that are unsafe,
off-brand, poorly rated or commercially unsustainable.
Local Partnerships and Destination Experiences
• Source, evaluate and maintain trusted partners for tours, transport, wellness, culture, entertainment,
food and other destination experiences.
• Conduct due diligence on licences, insurance, safety, quality, pricing, capacity, sustainability and
reputation before recommending or selling an experience.
• Negotiate approved commercial terms, service standards, cancellation conditions, guest-support
responsibilities and escalation procedures.
• Maintain a current destination knowledge base so teams provide accurate, responsible and
personalised recommendations.
Safety, Risk and Responsible Experience Delivery
• Ensure every activity has an appropriate risk assessment, operating procedure, emergency response,
guest briefing, capacity limit and accountable owner.
• Apply strict controls for alcohol-led events, nightlife, transport, water activities, adventure activities,
vulnerable guests and third-party providers.
• Stop, postpone or modify any activity when weather, security, staffing, equipment, licensing or guest
behaviour creates unacceptable risk.
• Report incidents promptly, preserve records and coordinate with property leadership, Security, Legal,
People and Culture and insurers as required.
Guest Feedback, Reputation and Recovery
• Monitor experience-related reviews, ratings, surveys, social sentiment, complaints and direct feedback
across all assigned properties.
• Establish standards for acknowledging, resolving, documenting and learning from complaints and
service-recovery cases.
• Identify recurring themes and work with operational leaders on measurable corrective action,
ownership and completion dates.
• Recognise positive feedback, share best practices and convert strong guest stories into approved
advocacy and brand content.

Digital Engagement and Content Collaboration
• Partner with Marketing to maintain timely and accurate activity calendars, digital displays, social
content, property information and pre-arrival communications.
• Support teams to capture authentic, consent-based photo and video content that reflects the
community and protects guest privacy.
• Use approved digital channels to promote activities, manage registrations, communicate changes and
sustain appropriate guest engagement.
• Use responsible AI-enabled and design tools to improve schedules, training materials, content
concepts, localisation and reporting productivity.
Property Support, Openings and Turnarounds
• Support new openings, rebrands, seasonal launches and operational turnarounds with experience
concepts, pre-opening calendars, partner sourcing and team readiness.
• Conduct structured property visits, observe delivery across different dayparts and provide clear
findings, priorities and corrective actions.
• Prioritise support according to guest risk, brand impact, commercial opportunity and leadership needs
across Asia and LATAM.
• Confirm that new programmes have been tested, costed, communicated and handed over with
accountable operating ownership.
Standards, Tools and Quality Assurance
• Maintain practical standards, checklists, calendar templates, briefing tools, risk controls, supplier files
and performance-reporting formats.
• Conduct regular experience audits covering programme quality, participation, service, safety, inclusion,
commercial controls and brand execution.
• Set corrective actions with responsible owners and deadlines and verify completion rather than relying
only on written confirmation.
• Share successful concepts across the portfolio while recording local adaptations, lessons learned and
conditions for replication.
Performance, Budget and Management Reporting
• Prepare annual experience budgets and monitor payroll, entertainment, supplier, production,
complimentary and promotional costs within approval limits.
• Maintain dashboards covering participation, capture rate, ancillary revenue, margin, guest satisfaction,
review sentiment, incidents and programme productivity.
• Provide concise weekly and monthly reports to both Regional Directors with achievements, risks,
corrective actions, property support and upcoming priorities.
• Use reliable data to retain, improve, replace or discontinue experiences and to support investment
recommendations.
People Leadership and Capability Development
• Lead, coach and hold accountable property Experience Leaders, hosts, interns and assigned
resources through clear objectives and regular performance follow-up.
• Create role standards, induction, training materials and short learning videos covering hosting,
storytelling, inclusion, safety, selling and service recovery.
• Build a pipeline of energetic and culturally aware Experience talent and support recruitment,
onboarding, succession and career development.
• Model visible leadership, empathy, professional boundaries, responsible conduct and disciplined
execution during daytime and nightlife programming.
Dual-Portfolio Governance and Collaboration
• Maintain transparent priorities, travel plans, calendars, decisions and performance reporting for both
Socialtel and hostel operations.
• Meet regularly with both Regional Directors and escalate conflicting priorities, material risks and
resource constraints promptly.

• Coordinate closely with General Managers, Hostel Managers, Operations, Food and Beverage,
Commercial, Marketing, Revenue, Finance, People and Culture, Security and IT.
• Ensure suppliers, complimentary benefits, cash handling, commissions, guest data, content
permissions and commitments comply with approved authority and policy.
Regional and Cross-Cultural Leadership
• Travel when required across Asia and LATAM and adapt delivery to local law, culture, language,
seasonality, guest mix and operating conditions.
• Promote respectful cultural exchange and prevent stereotyping, exploitation, inappropriate tourism
practices or activities that harm local communities.
• Communicate standards clearly across languages and time zones and verify understanding through
practical demonstration and observation.
• Represent the Group professionally with guests, partners, communities and industry stakeholders in
every assigned market.

SPECIFIC JOB KNOWLEDGE, SKILLS, AND ABILITIES

• Strong lifestyle hospitality, hostel, guest experience, events, entertainment, community or destination-
programming leadership.

• Ability to design engaging programmes for international travellers, solo guests, groups, digital nomads
and local communities.
• Excellent hosting, facilitation, storytelling, public speaking, relationship-building and service-recovery
capability.
• Sound commercial awareness with the ability to cost, price, promote and evaluate revenue-generating
experiences.
• Strong knowledge of event operations, activity risk assessment, guest safeguarding, incident
escalation and responsible alcohol service.
• Cross-cultural sensitivity, inclusive leadership and confidence operating across multiple countries,
brands and property types.
• Strong organisation, project management, calendar planning, supplier management and multi-property
follow-through.
• Ability to create training materials, short videos, presentations and practical toolkits using digital and
responsible AI-enabled tools.
• Data literacy across guest satisfaction, reputation, participation, revenue, margin, incidents and
programme productivity.
• Excellent written and spoken English; Spanish, Thai, Portuguese and/or other relevant regional
languages are an advantage.
 

QUALIFICATION STANDARDS
• Bachelor’s degree in Hospitality, Tourism, Events, Communications, Marketing, Recreation or a related
field; equivalent relevant experience may be considered.
• Minimum seven years of progressive experience in lifestyle hotels, hostels, resorts, events,
entertainment, guest experience, travel or community-led hospitality.
• At least three years in a multi-property, regional, cluster or senior experience leadership role is strongly
preferred.
• Demonstrated success improving guest engagement, programme participation, reputation, ancillary
revenue and team capability.
• Experience managing events, activities, third-party suppliers, budgets, safety controls and operational
delivery is required.
• International work experience and meaningful exposure to both Asian and LATAM cultures or markets
are highly desirable.
• Fluent written and spoken English is required; Spanish is strongly preferred for LATAM coverage and
other regional languages are advantageous.

• Ability and willingness to travel extensively, work flexible hours and attend evening, weekend and
holiday programming when operationally required.
• Strong computer literacy, including spreadsheets, presentation, collaboration, content-creation and
performance-reporting tools.