Manager of Experiences

Job description

The Director of Experiences is responsible for designing, developing, and leading the overall guest experience strategy, ensuring that every touchpoint throughout the guest journey reflects the hotel’s luxury positioning, brand promise, and commitment to personalized service. This role leads the creation and execution of distinctive, meaningful, and memorable experiences that connect guests with the destination, culture, nature, wellness, gastronomy, and unique attributes of the property. The Director of Experiences works closely with all operational departments to ensure seamless execution and consistency throughout the guest journey. Experience Design & Innovation Design and curate unique, personalized, and emotionally engaging experiences for individual guests, families, couples, VIPs, and special occasions. Develop signature experiences connected to the destination, including culture, nature, wellness, gastronomy, art, sustainability, and local heritage. Establish partnerships with premium local artisans, experts, artists, chefs, wellness practitioners, and other experience providers. Ensure all experiences are consistent with the property's luxury standards and brand identity. Guest Journey & Personalization Oversee the development of personalized experiences based on guest preferences, profiles, occasions, and behavioral insights. Collaborate with Reservations, Front Office, Concierge, Butler Services, Food & Beverage, Wellness, Sales & Marketing, and other departments to ensure a seamless guest journey. Review guest feedback, preferences, and satisfaction data to identify opportunities for service recovery and experience enhancement. Ensure VIP and high-profile guests receive highly personalized and differentiated experiences. Leadership & Operations Establish operating procedures, service standards, and quality guidelines for all experiences. Ensure flawless planning, coordination, and execution of guest experiences. Conduct regular quality reviews and participate in operational inspections to ensure consistency and excellence. Financial & Business Management Develop and manage the annual budget and operating expenses. Identify opportunities to generate incremental revenue through curated experiences, where applicable. Monitor key performance indicators related to guest satisfaction, participation, revenue, profitability, and operational efficiency. Evaluate the return on investment of experience initiatives and continuously optimize the portfolio. Brand & Cross-Functional Collaboration Partner with Marketing and Communications to develop storytelling and promotional strategies around signature experiences. Collaborate with Sales, Public Relations, and Revenue Management to leverage experiences as a competitive differentiator. Support the development of luxury packages, celebrations, special events, and bespoke itineraries. Represent the hotel at relevant luxury hospitality, travel, and experiential events when required. KEY PERFORMANCE INDICATORS Guest satisfaction and experience scores Guest engagement and participation Net Promoter Score (NPS) and guest feedback Quality assurance and luxury brand standards Experience-related revenue and profitability Repeat guest and loyalty indicators Number and quality of signature experiences developed Guest personalization and recognition performance Team engagement and productivity Bachelor’s degree in Hospitality Management, Tourism, Business Administration, Marketing, or a related field. Minimum 5–8 years of progressive experience in luxury hospitality, guest experience, concierge, experiential travel, lifestyle hospitality, or a related field. Previous leadership experience in a luxury hotel, resort, private club, luxury travel company, or high-end experiential environment. Strong understanding of luxury guest expectations, service excellence, personalization, and experiential hospitality. Proven ability to conceptualize and execute innovative guest experiences. Strong commercial awareness and understanding of financial performance. Excellent communication, interpersonal, negotiation, and relationship-building skills. Fluency in English and Spanish. Strong knowledge of the local destination, culture, gastronomy, nature, wellness, and luxury lifestyle is highly desirable. CORE COMPETENCIES Luxury Service Excellence Guest-Centric Leadership Experience Design & Innovation Strategic Thinking Creativity & Storytelling Emotional Intelligence Personalization Commercial Acumen Relationship Management Attention to Detail Cross-Functional Collaboration Team Leadership & Development Problem Solving & Decision Making Employee Benefits: Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties , special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Our Values Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special.​ Belonging: We celebrate our differences. We support each other and we always stand together.​ Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences. ​ Integrity: We build trust through mutual respect and being authentic.​ Diversity & Inclusion Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team. Fairmont Hotels & Resorts Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates. Fairmont Mayakoba is a luxury resort located in Mexico’s Riviera Maya, seamlessly blending tropical nature, mangroves, and white-sand beaches within an exclusive setting. Certified with the prestigious AAA Five Diamond Award, it offers 401 elegant guest rooms and suites, including beachfront and lagoon casitas, all featuring world-class amenities. The resort is thoughtfully designed with respect for the natural environment and local culture, delivering a perfect balance between modern luxury and ecotourism in a paradisiacal Caribbean setting. About the Application Process: At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.