About Club Med
Inventor of the all-inclusive holiday's concept 74 years ago, Club Med is present in 40 countries with 80 resorts worldwide. Thanks to the professionalism & constant friendly availability of its unique 20,000 GOs of 100 different nationalities, Club Med is today the only worldwide brand that offers all-inclusive premium and multicultural vacations for families and couples.
Purpose:
To aligned with Club Med's overall strategy and within a customer care excellence approach
Responsibilities and Tasks:
The scope of the role covers South East Asia & Pacific, with a strong coordination at a global level.
- Gain full knowledge of the current Ambiance, Sports and Family experiences in ESAP resorts
- Propose impactful product evolution in line with customer expectations and know how to implement them
- Ensure ongoing compliance with brand product standards
- Serve as operational referent, providing support to resort teams and solving day-to-day implementation challenges
- Monitor guest satisfaction indicators and drive corrective action plans when necessary
- Organize regular site visits and schedule visits from relevant experts to support resort operations
- Manages a team of 3 to 4 collaborators and animates the pool of leisure GO's in resort, with CDV
Mission 1 : Implementation and Optimization of Existing Products and Services
- Maintain awareness of industry trends and innovations relevant to Ambiance, Sports and Family experiences
- Propose evidence-based product evolutions, using benchmarks, market studies, and operational feedback
- Lead the design and deployment of new experiences: define specifications, budgets, toolkits, and communication packages
- Support initial deployments alongside resort teams
- Identifies and anticipates the impacts of product evolutions on human resources (framework, required skills, etc.) and participates in coordination meetings (talent pool review, allocation, etc.)
- Lead annual OPEX and CAPEX planning and manage budget execution for the product scope
Mission 2 : New Resort Openings Concept Design and Implementation
- Co-develop with architects and stakeholders the experience design and functional layout for Ambiance, Sports and Family areas in new resorts
- Contribute to the definition and update of construction and product standards
- Review and validate spatial layouts and equipment needs (e.g., surface area, construction program, design intent)
- Define and prepare SOE (Small Operating Equipment) lists
- Ensure operational readiness at opening
- Conduct post-opening evaluations to identify improvement areas
Mission 3 : Talent Development HR & Training Support
- Supports the BU priorities (recruitment, employer brand, training, etc.)
- Assists in the design of educational programs (co-construction of learning paths & modules) to upskill Resort teams in line with product evolutions
- Collaborate with HR Business Partners and UDT (training) to create and enhance training content for Ambiance, Sports and Family roles
- Identify and monitor high-potential team members within the product domain
- Actively coach resort managers (e.g., Sports Managers, Family Managers) during visits
- Participate in the assignment planning process for key roles in partnership with HR
- Contribute to career path development and future organizational design within the product stream
- Foster a culture of innovation and transversal collaboration across resort teams
Mission 4: Hygiene & Safety Compliances
- Work in collaboration with the Health & Safety department to keep activity-specific checklists and guidelines up to date
- Monitor facility and equipment conditions, and ensure teams are trained on safety procedures
- Follow up on audit results and contribute to the implementation of corrective actions
Mission 5: Product Communication
- Ensures coordination and communication with the Product Information team and the Product & Services communication team regarding new developments and evolutions in the Leisure division (new products, renovations, new resorts, product/service discontinuations, etc.)
Mission 6: Management
- Defines roadmaps for each team member
- Sets objectives aligned with the strategy and priorities, and supports the team in their skill development
Requirements:
- Degree or Master in Hospitality Management/Business Administration or equivalent
- Minimum 5 years of operational experience
- Possess strong knowledge in Ambiance, Sports and Family experience management, Resorts Operational , regional safety standards
- Possess strong creativity mindset , service- and guest-oriented mindset , team management & Leadership skills
- Passionate about experience design with solid background in Ambiance, Sports, and Family experience management
- Resilient and adaptable in a fast-paced, dynamic environment
- Proven experience in budget planning and cost control
- Familiarity with Asian customer expectations and cultural sensitivities
- Proficient in Microsoft Word, Excel, PowerPoint
- Proficiency in French is an added advantage
