Guest Experience Manager

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.

KEY RESPONSIBILITIES:

Guest Arrival and Check-In

Guest Services

Manage Events

Support the Travel & Tours department

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

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

JD | Guest Experience Manager