- Company Name
- Colliers
- Job Title
- Hospitality Experience Manager
- Job Description
-
**Job Title:** Hospitality Experience Manager
**Role Summary:**
Lead the delivery and continuous improvement of customer experience (CX) across Colliers’ “Beyond” portfolio of hospitality assets. Oversee guest and occupier satisfaction initiatives, community engagement, digital marketing, and service operations to drive high CX scores, strengthen stakeholder relationships, and support ESG objectives.
**Expectations:**
- Ensure all CX processes follow Colliers’ standards and achieve the highest service quality.
- Generate actionable insights from feedback, surveys, and mystery shopper audits to drive improvement.
- Build and maintain strong internal and external relationships, including suppliers, community partners, and onsite teams.
- Demonstrate commercial awareness, innovative thinking, and urgency in problem‑solving.
- Manage recruitment, training, and performance of CX managers and front‑of‑house staff.
**Key Responsibilities:**
- Implement and monitor CX fundamentals per “Beyond” guidelines; maintain service overview files.
- Collect, analyze, and act on CX feedback; design satisfaction surveys and mystery‑shop audits.
- Develop and execute property‑specific social media strategies, content calendars, and digital campaigns.
- Map customer journeys; identify and implement CX enhancement opportunities.
- Lead community‑value initiatives, events, and amenity programs; maintain supplier database.
- Conduct regular site walk‑throughs, 1:1 meetings with onsite teams, and on‑site support during key events.
- Produce pre‑ and post‑engagement reports, case studies, and ESG contribution data.
- Oversee travel, accommodation, F&B, and meeting‑room arrangements as required.
- Manage the recruitment cycle for CX team members (ads, screening, interviews).
- Ensure SOPs are signed, approved, and that CX managers submit monthly social‑media performance reports.
- Create digital marketing assets (newsletters, proposals, infographics) using MS Office, Canva, etc.
**Required Skills:**
- Strong customer‑service orientation with proven CX improvement experience.
- Hospitality/front‑of‑house management (≥2 years) and event coordination.
- Digital marketing & social‑media management (≥1 year), including content planning and analytics.
- Excellent communication, stakeholder management, and expectation‑setting abilities.
- Analytical skills for survey design, data interpretation, and reporting.
- Commercial acumen: market awareness, cost management, and value‑add thinking.
- Innovative, agile mindset with a sense of urgency.
- Proficiency in MS Office, Canva or similar design tools; familiarity with CX assessment platforms.
**Required Education & Certifications:**
- Minimum 2‑year post‑secondary education (e.g., Associate’s or Bachelor’s degree) in Hospitality Management, Marketing, Business Administration, or related field.
- Relevant certifications in Customer Experience, Hospitality Management, or Digital Marketing are advantageous but not mandatory.