Guest Experience (Hanoi and Hoi An)

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.