Party Host (Hoi An Hostel)

MAIN SCOPE AND PURPOSE: 

The Guest Experience department is a professional, accountable and focused team that takes full ownership of the quality of service delivery of all in-house touchpoints along the guest journey outside of the Room & Facilities, Food & Beverage and Travel & Tours. This includes the customer service elements of the check-in, check-out, guest inquiry and complaint handling that was previously managed by the Reception department as well as the implementation of nightly and special in-house events.

As part of the Guest Experience Team, the expectations will be to provide a high quality guest journey from the moment they arrive at the property, throughout their stay, through to post-check-out care. Guest Experience team members will be expected to perform all Roles and Responsibilities to the Mad Monkey standard, always acting in a professional manner.

All work performed by Guest Experience team members must be underpinned by Mad Monkey’s core values; Curiosity, Positivity, Courage, Sincerity and Family Spirit.

Product Goal

In addition to the current core roles of welcoming guests, running events, and hosting Mad Monkey Tours the Guest Experience Team will take ownership of greeting all check-in guests between 8AM - 8PM, including helping them to their room, carrying their bags when possible, and offering them a professional welcome speech before encouraging them to join for their welcome drink. Focus must be on the Reception Area during agreed hours in order to greet guests as they enter and exit the property and take the lead on inquiries and concerns/complaints. The Guest Experience Team can use the time at reception more wisely by going through the welcome speech while the reception department processes the administration side of the check in process. Throughout the day, the Guest Experience Team will also take ownership of Marketing the night time events, and encourage people to sign up for the events at the Travel Desk. The Guest Experience Team will then work together to run successful events, ensuring guests have the best experience possible. 

The Guest Experience Team will own and manage an online communication tool that allows the team to make announcements, and facilitates a channel for guests to privately raise concerns/complaints. 

Product Vision

With the emergence of a dedicated Travel & Tour department and with Guest Experience becoming more closely involved with the arrival and departure of guests to the property, the Reception team resources can be streamlined to specialize in reservation administration, particularly during check-in and check-out. The Guest Experience

The Guest Experience product owner will work in tandem with the Technology team to automate paperless self-check-in to reduce and eventually eliminate the need for dedicated in-house administration resources to handle reservations. This means that the Reception department as it is currently known can be dissolved with the Reception team talent to be absorbed into both the Travel & Tours and Guest Experience departments depending on the strengths and interests of each respective team member. 

MAIN DUTIES AND RESPONSIBILITIES

The Guest Experience Team is responsible for ensuring each guest that checks into our Mad Monkey property has the best guest journey possible. The guest journey includes welcoming guests to the hostel with a positive Mad Monkey welcome, ensuring the check in process runs smoothly, and providing an enjoyable and fun welcome speech that includes all the necessary information to our guests to help them optimize their stay. Guest Experience team members must also show the guests to their room, and support with carrying their luggage, before encouraging them to visit the bar to collect their welcome drinks at each guest’s soonest convenience.

As a Guest Experience team member, the expectations are that you will plan and execute a variety of in-house events — ensuring they are engageable and fun — to provide great experiences for our guests as part of their guest journey. Guest Experience team members will also be expected to support Food & Beverage sales by ensuring daily happy hours, specials and other promotions are communicated to our guests. You are also expected to support the sales and experience delivery of Travel & Tours.

The roles and responsibility of Guest Experience team members include:

Reception

Greet and assist guests as they enter and depart the property.

Welcome check-in guests 

Provide a “welcome speech” to every check-in guest on the day of their arrival.

Assist check-in guests to their rooms and carry their luggage.

Encourage the guest to join the guest experience team in the bar for their welcome drink as soon as possible after their arrival.

Receive and respond to guest inquiries and complaints, ensuring all complaints handling training is followed at all times.

Direct any serious complaints to the Guest Experience Head of Department, or Hostel management team, and follow up with the guests afterwards.

Support Customer Service department with inquiries and concerns.

Events

Organise and host high quality night time events, for example, Karaoke, Pub Quiz, Beer pong, and many more.

Encourage and maximize guest participation, ensuring all events and engaging and fun for those involved.    

Market the night time events to guests throughout the day, including during the welcome speech, to ensure all guests know what opportunities are available each day to socialize with other guests.

Support participation in Food & Beverage promotions and encourage sales..

Follow the RSA training provided during induction training to ensure our guests are safe during their stay

Tours

Host (not guide) single-day Mad Monkey tours to elevate guest experience of branded Tour products.

Guest Experience should not be fundamental to the delivery of Mad Monkey tour products, but should be strategically available to support the Travel & Tour teams to elevate the Guest Experience during tours.

Support Travel & Tours department to increase Travel & Tour product sales.

Local Community Projects

Implementation and in-house communication of Local Community Projects as directed by the global LCP Product Owner.

Marketing

Support in-house promotion of nightly events including poster and chalkboard displays, in line with brand standards.

Support Marketing department with content and information as requested.

Drive guest engagement with MMXP Mobile App.

Support online communication channels with in-house guests.

Post-Departure Care

Personalized outreach to all check-out guests and requests for feedback and online reviews.