Curator / Guest experience designer

5 days ago

Mumbai, Maharashtra, India Club Mahindra Full time ₹ 15,00,000 - ₹ 28,00,000 per year

Key Responsibilities

Experience Design & Standardization

  • Curate experiences that can be delivered either through external vendors or developed in-house by resort teams.
  • Develop and refine SOPs & playbooks to ensure consistency across resorts.
  • Ensure standard experiences are scalable, repeatable, and aligned with quality benchmarks.
  • Design experiences that are unique to a regions culture, cuisine, and brand identity.
  • Maintain a balance between guest delight, operational feasibility, and cost-effectiveness while designing experiences.

Execution & Coordination

  • Liaise with Marketing, Digital, Content, and Resort functions to ensure experiences are effectively promoted, bookable, and operationally integrated.
  • Act as the bridge between vendors, resort operations, and central teams to enable seamless execution.
  • Oversee vendor onboarding, contract compliance, and service delivery to protect brand standards.
  • Ensure digital readiness by collaborating with product teams to enable smooth discovery, booking, and feedback integration.

Experience Leadership

  • Act as cluster heads, each responsible for multiple resorts within their cluster.
  • Oversee and guide Experience Managers, ensuring consistency and alignment with central strategy.
  • Mentor and build capability in resort teams to foster innovation and ownership of experiences.
  • Ensure alignment with central business objectives while allowing local customization for cultural authenticity.

Quality & Continuous Improvement

  • Capture and analyse feedback, participation trends, and best practices from their cluster.
  • Recommend enhancements, refresh cycles, and innovations to keep the portfolio dynamic and engaging.
  • Conduct periodic reviews and benchmarking against competitor offerings and market trends.
  • Proactively identify risks, gaps, or guest dissatisfaction signals and drive corrective action.
  • Share insights and success stories across clusters to encourage learning and replication.

Qualifications & Skills

  • Graduate/Postgraduate in Hospitality Management, Business Administration, or related field.
  • 8 to 12 years of experience in the hotel and resort industry, with at least 4 years in a leadership role overseeing multiple properties or clusters.
  • Strong expertise in curating guest experiences and operational execution.
  • Proven ability to manage cross-functional teams and external vendor partnerships.
  • Excellent communication, cultural sensitivity, and organizational skills.
  • Creative mindset with strong analytical abilities for continuous improvement.

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