The Experience Manager is responsible for designing, evolving and overseeing unique, memorable and personalized experiences for guests, with the objective of elevating each stay, driving demand, increasing revenue and strengthening loyalty to the brand.

What will I be doing?

Beyond his or her creative role, the Experience Manager acts as an ambassador of the service culture and spirit of hospitality that distinguishes the hotel, ensuring coherence, excellence and consistency in every experience offered.

As Experience Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

Design and develop the hotel's portfolio of experiences, ensuring alignment with the brand's value proposition, travel trends and the motivations of the target customer, covering all stages of the guest's journey: before, during and after their stay.

Devise innovative and differentiating concepts that translate into saleable, unique and emotionally impacting experiences, generating a competitive advantage in the market.

Create comprehensive and personalized itineraries that combine hotel services with cultural, natural or local attractions, and that respond to different customer profiles: couples, families, wellness, foodies, groups, among others.

Lead the experience monetization strategy, defining together with the Sales, Marketing and Revenue teams the most appropriate prices, packaging and distribution channels to maximize their reach and profitability.

Promote strategic alliances with artists, chefs, luxury brands, local suppliers and other relevant profiles that enrich the portfolio of experiences and add brand value.

Collaborate in the creation of the promotional content and storytelling of the experiences (texts, visuals, videos), supervising its coherence and correct dissemination in all communication channels: web, social networks, OTAs, newsletters, etc.

Monitor and evaluate the impact of the experiences, analyzing indicators of reputation, customer satisfaction, commercial conversion and revenue.

Coordinate the visual and descriptive communication of the experiences, ensuring their correct presence in physical and digital points of contact (menus, screens, signage, rooms, Way, NOMapp, etc.).

Organize regular follow-up meetings with the leaders of the different operational departments to ensure a flawless and consistent implementation of the experiences.

Develop and implement training and awareness sessions, ensuring that all team members understand the purpose of each experience and deliver it with excellence.

Act as a creative and innovative ambassador for the hotel, leading initiatives that reinforce the hotel's identity as a leader in memorable experiences.

What are we looking for?

 As Experience Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

1. Academic background: University degree in Administration, Tourism, Marketing, Quality, or related careers.

2. Proven experience in luxury hospitality, preferably in the areas of guest relations, concierge, marketing or

events.

3. Passion for service, high level of empathy and detail orientation.

4. Knowledge of international luxury standards (Forbes, LQA, Hilton Luxury, etc.).

5. Ability to design customized experiences for different guest profiles.

6. Excellent verbal and written communication skills in English and Spanish.

7. Proficiency in technological tools (CRM systems, PMS, itinerary design tools).

8. Creativity, aesthetic sensibility and sense of constant innovation.

9. Ability to manage multiple projects and coordinate multidisciplinary teams.

10. Knowledge of global trends in luxury, wellness, gastronomy and local experiences.

11. Proactive attitude, positive leadership and strong emotional presence.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!