Experience Manager Jobs

As a company focus for 2023 and beyond, Auberge has embarked on a brand-defining program of deepening our “soulful” experiences at each of our one-of-a-kind hotels. This role will spearhead & execute this effort for this property, and as such, he or she will be responsible for conceptualizing, facilitating, and guiding well-designed and creatively curated guest and team experiences unique to our properties through adventures, activities, classes, amenities, product selection, partner alignment, and space activation. This role is integral to establishing and maintaining thematic stories and elements that influence and guide the resorts’ guest experience.

The Experience Manager role will support the General Manager and Director of Marketing at the hotel, establishing and executing programming and projects that are in alignment with the property’s DNA. The Experience Manager role works on projects that range across culinary, design, wellness, adventure, art, fashion and music. This is a great opportunity for a hyper-organized, detail-oriented individual who is obsessive about the guest experience.

Core Responsibilities

Please note that this is not an exhaustive list of everything that needs to be done! Within the Auberge family, our people always find new ways to look after the business, their guests, and their team members. Within this, the key responsibilities for this position are:

• Experience Execution: Execute experience plans for the property, based on the property’s core positioning & brand. Planning, project managing, and collaborating with inter-departmental teams to establish standard operating procedures for core experience programming. Assist in the development of daily rituals that bring the resort’s spirit alive for its guests and its members
• Weekly and Monthly Program Management: Project manage weekly programming ensuring the success of daily programming offerings. Ensure the monthly/holiday/seasonal calendar is ready for marketing and the itinerary design team at least 2-3 months in advance.
• Improvement: Identify opportunities to further improve, customize, or personalize a guest's experience based on guest feedback and strategic opportunities. Identify processes to further deepen being experience led at the property level. Gather and organize metrics on experiences and programming: bookings, guest feedback, revenue, etc to analyze learnings and key opportunities.
• Training: Manage experience resources on the internal team member website. Maintain cooperative relationships and open lines of communication with leaders of operational departments to ensure concept execution of programming and product offerings. Participate in team member daily rallies to discuss weekly programming offerings. Champion training around activities and experiences.
• Signature Event Production: Project manage one of a kind events and partnerships on property inclusive of managing outside vendors & partners, driving setup, ensuring alignment across inter-departmental teams, and evaluating event success afterwards.
• Networking: Establish and maintain relationships with local partners and vendors to initiate and enhance our unique brand story with reliable, bookable activities, adventures, and programming. Pitch new partnerships to the Director of Marketing and other senior leaders on the team as needed. Manage a database of community partners information to ensure anyone from the property can reach out to send guests to off property activities.
• Design: Support the curation of design elements as needed for programming for use in resort spaces. Creating, teaching, documenting and standardizing presentation and execution of programming. Activating holiday events with well-designed and intentional ways to create relevant, unprecedented, and memorable guest experiences. Manage the sampling, ordering, and fulfillment of operating supplies & equipment for weekly programming. Coordinate design and printing of experience related collateral.

Essential Skills

• Computer-literate: ability to confidently and effectively navigate a variety of programs, including but not limited to Google Suite, HMS, Unifocus, Trip Advisor, Yelp, OpenTable, and social networking platforms.
• Proven professional networking, partnership sourcing, and negotiating skills.
• Excellent written and verbal communication skills; pleasant and professional phone and correspondence demeanor.
• Ability to multi-task and coordinate multiple projects at once.
• Past experience in an entrepreneurial environment, able to juggle multiple projects at one time and pivoting as needed.
• Ability to take on new responsibilities and roles as the position demands, both administratively and operationally.
• Demonstrated excellence in a creative project management role.
• Ability to exercise independent judgment and make decisions that are aligned with the goals and objectives of the property.
• Ability to act as a leader with the property operations teams on all things related to guest experience and their design elements. Communicate information to operational departments accurately and in a timely manner.
• Must be both “Team” focused, and a self-motivated, adaptable, innovative, and independent worker.
• Extensive breadth and depth of knowledge as relates to the specific location, and catering to a luxury-minded audience.
• Creative and proactive thinker and problem-solver with high-level organizational, research, and product-sourcing skills.
• Discerning eye for design and style, exceptional attention to detail, consistent follow through, and self-disciplined time management.
• Ability to creatively plan/program ideas that bring the property identity to life from initiation to execution; adapt and revise plans as developments necessitate in real time.
• Ability to professionally represent the resort and interact with guests in a polished, responsible, and timely manner.

Required Qualifications

• Required Experience: 4-5+ years of work experience in hospitality/event/creative operations field, and previous project management experience. The ideal candidate will demonstrate success with developing and executing personalized experiences: possibly including coordinating events and activities, programming, retail, or membership club offerings.
• Required Education: Bachelor’s Degree or equivalent, ideally in Design, Marketing, Public Relations, Operations, or Hospitality or a combination of these.
• Be a natural entrepreneurial leader with a positive demeanor and a sense of adventure.

Our Company & Property

Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, and spas, and gracious yet unobtrusive service. With 22 hotels and resorts and eight new hotels under development in the next 18 months, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Linked In, and social @AubergeResorts and #AlwaysAuberge.

Properties

Department: Guest Services

This is a part time position