Experience:

No experience required

Skills:

English

Job type:

Full-time

• 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.
• 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.
• 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.

Experience:

No experience required

Job type:

Full-time

• Develop and execute sales strategies across the assigned properties to achieve occupancy, revenue, and business growth targets..
• Identify key source markets, customer segments, and opportunities to increase room and bed bookings..
• Monitor market trends, competitor activity, pricing, and demand patterns to support commercial decisions..
• Work closely with Revenue Management and property teams to align sales activities with business needs and seasonal demand..
• Business Development & Partnerships.
• Build and maintain relationships with travel agencies, tour operators, DMCs, wholesalers, online travel partners, and other relevant business partners..
• Develop partnerships with universities, digital nomad communities, group travel organizers, event organizers, and experience providers..
• Identify opportunities for group bookings, long stays, backpacker travel, social events, and other revenue-generating segments..
• Negotiate commercial agreements, promotional campaigns, and partnership opportunities that support profitable growth..
• Distribution & Revenue Generation.
• Support the optimization of sales channels, including OTAs, direct bookings, wholesale partners, and other relevant distribution channels..
• Identify opportunities to improve direct booking contribution and reduce overdependence on third-party channels..
• Coordinate with Revenue Management on pricing, promotions, market positioning, and inventory availability..
• Track booking pace, production, conversion, and revenue performance to identify areas for improvement..
• Group & Corporate Sales.
• Develop business from group travel, leisure groups, student travel, international communities, and relevant corporate accounts..
• Identify opportunities for buyouts, extended stays, group experiences, and event-related accommodation..
• Manage sales enquiries and coordinate with property teams to ensure timely proposals, smooth handovers, and successful execution..
• Multi-Property Collaboration.
• Work closely with General Managers, property teams, marketing, and revenue stakeholders to implement cluster-wide commercial initiatives..
• Share leads, market intelligence, and best practices across properties..
• Conduct regular property visits and sales calls as required..
• Ensure sales activities reflect the individual positioning of Socialtel, Slumber Party, and Bodega while supporting the wider group strategy..
• Reporting & Performance Management.
• Prepare regular sales reports covering production, revenue, account performance, pipeline, and business development activity..
• Maintain an accurate sales pipeline, account database, and commercial activity records..
• Monitor performance against agreed targets and implement corrective actions when required..
• Provide market insights and recommendations to support business planning and expansion..
• Minimum 5-7 years of sales or business development experience in hospitality, travel, tourism, or a related industry..
• Experience in hotels, hostels, lifestyle hospitality, or multi-property operations is strongly preferred..
• Proven ability to develop accounts, negotiate partnerships, and generate measurable revenue..
• Existing contacts within travel trade, tour operators, DMCs, group travel, or relevant leisure segments are an advantage..
• Understanding of OTAs, wholesale distribution, direct bookings, and hospitality revenue drivers..
• Strong commercial, negotiation, presentation, and relationship-management skills..
• Comfortable managing priorities across multiple properties and markets..
• Proficient in Microsoft Office or Google Workspace and sales reporting tools..
• Strong English communication skills; additional languages are an advantage..
• Willingness to travel regularly between properties and attend client meetings..
• Ideal Candidate.
• A proactive, commercially minded sales professional who understands the backpacker, social hostel, and lifestyle hospitality markets. The candidate should be comfortable building partnerships from the ground up, identifying new revenue opportunities, and working collaboratively with property teams in a fast-moving, multi-property environment.
• Key Performance Indicators (KPIs).
• Cluster room and bed revenue growth..
• Occupancy and booking production from sales-generated business..
• New accounts and strategic partnerships secured..
• Revenue generated from group bookings and contracted business..
• Account production and repeat business..
• Direct booking and channel performance improvements..
• Sales pipeline quality, conversion rate, and reporting accuracy..
• Achievement of agreed sales targets across assigned properties..
• Travel Requirement: Regular travel between assigned properties is required.