As a Guest Experience Manager, your role involves assisting the Regional Guest Experience Manager in implementing policies, procedures, resources, training, and quality assurances within your property. This ensures that the Guest Experience team maintains departmental responsibilities up to the Mad Monkey standard. You're also responsible for organizing and overseeing resources within your department to ensure high-quality execution of nightly events, check-in and check-out processes, guest inquiries, and complaint handling. This aims to drive performance across all hostel departments and maintain consistently high Customer Satisfaction scores.
RESPONSIBILITIES:
Reception
Welcome and assist guests upon their arrival and departure.
Conduct welcoming check-ins for guests.
Deliver a welcome speech to every check-in guest on their arrival day.
Aid guests in reaching their rooms and assist with luggage.
Encourage guests to join the guest experience team in the bar for their welcome drink promptly after arrival.
Address and resolve guest inquiries and complaints while adhering to complaint handling protocols.
Provide support to the Customer Service department regarding inquiries and concerns.
Events
Oversee the entire process of planning, preparing, and executing evening events according to the Customer Experience Flow Chart.
Assist the Travel & Tours department with event content and information for online dissemination.
Support Food & Beverage promotions and consumption during events.
Adhere to RSA training guidelines to ensure guest safety during their stay.
Tours
Host single-day Mad Monkey tours to enhance the guest experience of branded Tour products.
Assist the Travel & Tours department in boosting Travel & Tour product sales.
Local Community Projects
Execute and communicate Local Community Projects internally as directed by the global LCP Product Owner.
Marketing
Supervise the in-house promotion of nightly events, including poster and chalkboard displays, in accordance with brand standards.
Provide support to the Marketing department with requested content and information.
Foster guest engagement with the MMXP Mobile App.
Manage online communication channels with in-house guests.
Post-Departure Care
Conduct personalized follow-up with all check-out guests, soliciting feedback and online reviews.
SKILLS AND QUALIFICATIONS:
Bachelor's degree in Hospitality Management, or related field preferred.
Previous experience in hospitality, customer service, or related field required.
Excellent communication and interpersonal skills.
Strong organizational and time management abilities.
Ability to work effectively in a fast-paced environment.
Proficiency in Microsoft Office suite and reservation systems.
Knowledge of local attractions, events, and community resources.
Experience in event planning and execution is preferred.
Familiarity with marketing principles and strategies is a plus.
Leadership skills with the ability to motivate and mentor team members.
Problem-solving skills to effectively address guest concerns and resolve issues.
Attention to detail is needed to ensure accuracy in guest interactions and administrative tasks.
Adaptability to changing priorities and situations in a dynamic hospitality environment.
