Guest Experience Manager

JOB TITLE:

Guest Experience Manager

DEPARTMENT:

Guest Experience

RESPONSIBLE TO:

Hostel Manager, General Manager

Regional Guest Experience Manager &

Regional Operations Manager

RESPONSIBLE FOR:
All in-house Mad Monkey products and customer journey touchpoints that fall outside of the categories of Rooms & Facilities, Food & Beverage, Travel & Tours, and Shop & Merchandise.

As a Guest Experience Manager, you will oversee and manage all aspects of the guest experience, ensuring that guests receive exceptional service and have memorable stays. You will lead the Guest Experience team, manage guest inquiries and complaints, plan and execute in-house events, and foster a positive atmosphere. You will recruit, train, and develop the team, assign tasks and responsibilities, and monitor performance. You will also greet guests, assist with luggage, provide a welcome speech, and manage inquiries and complaints. Additionally, you will coordinate events and activities, collaborate with other departments, oversee operations, monitor feedback, and ensure compliance with regulations. You will contribute to new initiatives and programs to enhance the guest experience and explore technology and automation.

You will also be responsible for supporting the Regional Guest Experience Manager in implementing the policies, procedures, resources, training, and quality assurances within your property to ensure the Guest Experience team delivers their department responsibilities to the Mad Monkey standard. You will organize and manage your department's resources to ensure that nightly events, check-in, check-out, guest inquiries, and complaint handling are implemented to a high standard, driving quality earnings throughout all hostel departments and ensuring a high Customer Satisfaction score at all times.

It’s also your responsibility to support Mad Monkey in achieving its Vision and Mission:

Vision: Mad Monkey – The World’s Best Hostel

Mission: To connect the world through adventure and experience.

Furthermore, you will be instrumental in building a strong foundation of character development within the organization by embodying Mad Monkey core values: Curiosity, Positivity, Courage, Sincerity, Family Spirit, and Diversity, Inclusion, and Sustainability. Your commitment to these values will contribute to creating a positive and inclusive work culture that promotes growth, innovation, and success.

KEY RESPONSIBILITIES:

Guest Arrival and Check-In

Greet and assist guests upon arrival and departure.

Welcome check-in guests and provide a comprehensive welcome speech on the day of their arrival.

Assist check-in guests with luggage and escort them to their rooms.

Encourage guests to join the Guest Experience team for a welcome drink upon arrival.

Guest Services

Receive and respond to guest inquiries and complaints, adhering to all complaint handling training protocols.

Support the Customer Service department with guest inquiries and concerns.

Events

Manage the end-to-end curation, preparation, and execution of nightly events, aligning with the Guest Experience Flow Chart.

Collaborate with the Travel & Tours department to provide event content and information for online distribution.

Support participation in Food & Beverage promotions and encourage guest consumption.

Ensure guest safety by adhering to RSA training guidelines.

Tours

Host single-day Mad Monkey tours to enhance the guest experience with branded tour products.

Support the Travel & Tours department in increasing tour product sales.

Local Community Projects

Implement and communicate local community project initiatives within the property, following directives from the global LCP Product Owner.

Marketing

Manage in-house promotion of nightly events, including poster and chalkboard displays, all in compliance with brand standards.

Support the Marketing department by providing content and information upon request.

Promote guest engagement with the MMXP Mobile App.

Manage online communication channels to connect with in-house guests.

Post-Departure Care

Conduct personalized outreach to all check-out guests, requesting feedback and encouraging online reviews.

Health and Safety

Proactively support the company's health and safety program.

Ensure all team members understand their health and safety responsibilities as outlined in the company's Health and Safety Policy, and monitor compliance with its procedures.

Be aware of and comply with safe working practices as laid down in the Health and Safety Policy applicable to your workplace. This includes awareness of any specific hazards.

Report any building, plant, or equipment defects according to hostel procedures.

Ensure immediate reporting of any accidents involving team members, customers, or visitors according to established procedures. Promote awareness of these procedures across the division.

Attend mandatory fire and relevant health and safety training.

Be fully conversant with and abide by all fire and health and safety rules. Ensure effective management of these aspects across the operation.

Maintain thorough familiarity with all risk assessments for your departments, COSHH regulations, and fire/bomb procedures.

Ensure your team stays up-to-date and proactively manages their responsibilities in these areas.

SKILLS AND QUALIFICATIONS:

Proven experience in a guest-facing role, preferably in the hospitality industry.

Experience in event planning and management.

Ability to promote events and products effectively.

Knowledge of local attractions and activities and can provide recommendations to guests.

Excellent communication and interpersonal skills to effectively interact with guests and team members.

Strong organizational skills to manage multiple tasks efficiently.

Passion for providing exceptional customer service and creating memorable experiences.

Ability to prioritize and work effectively under pressure in a fast-paced environment.

Problem-solving skills to address guest concerns and find solutions.

Teamwork and leadership skills to motivate and collaborate with colleagues.

Positive and enthusiastic personality to create a welcoming and inviting atmosphere for Mad Monkey guests.