November 11, 2024

Mad Monkey Hostels

Hà Nội

FULL TIME

Guest Experience Representative

As a Guest Experience Representative, you will be the face of Mad Monkey Hostel, responsible for creating lasting positive impressions on our guests. You will play a crucial role in ensuring that every guest has a memorable and enjoyable stay by providing exceptional customer service, assisting with their needs, and contributing to a positive and welcoming atmosphere. Your responsibilities will include greeting and welcoming guests, providing guest assistance, assisting in the planning and execution of in-house events, promoting hostel products and services, delivering exceptional customer service, and contributing to a positive team environment.
To be successful in this role, you will need strong communication and interpersonal skills, a passion for customer service, and a positive and enthusiastic attitude. You should also be able to work well under pressure, be flexible and adaptable, and have a strong work ethic.
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:

Greet and welcome guests upon arrival.
Assist with luggage and ensure a smooth check-in process.
Address guest inquiries, resolve issues, and offer recommendations.
Provide exceptional customer service and create lasting positive impressions.
Drive customer participation in bar events without forcing fun.
Deliver a monthly events schedule of fun activities.
Communicate with and listen to guests.
Engage in CSR activities and promote awareness within the customer base.
Communicate core values and engage in the social mission.
Ensure a safe and comfortable environment for guests.
Resolve customer issues and provide exceptional service.
Prioritize guest safety and comfort.
Match relevant products and services to customer requirements.
Provide guidance and recommendations to guests on how to make the most of their trip.
Promote tours and activities.
Work with the events director to create and deliver a fantastic events schedule.
Take the lead in resolving customer issues.
Build genuine internal working relationships.
Always be mindful of guest safety and comfort.
Apply best practices to the sale of alcohol.
Work with the general manager to ensure customer delight.
Agree and execute awesome events that appeal to a diverse range of nationalities.
Work with the Bar Manager/Bar Supervisor to ensure customer safety, F&B quality, and events delivery.
Work with the communications team to impart relevant information about CSR activities, new products, or services.

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 marketing, event planning and management.
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.
Ability to identify and resolve guest concerns and issues in a timely and effective manner.
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.
In-depth knowledge of local attractions, activities, and amenities to provide recommendations to guests.

Equal Opportunities, Diversity and Inclusion
Mad Monkey does not discriminate based on sex, gender, race, marital status, disability, age, part-time, permanent or fixed-term contract status, sexual orientation, or religion in the engagement of its team members.
Diversity, equality, and inclusion are at the core of who we are. Our commitment to these values is displayed across all of our hostels around the world, as they are central to our mission and our impact. We appreciate and encourage having varied perspectives to help generate better ideas to solve the complex problems of a changing and increasingly diverse hospitality environment and we believe our best ideas come from within.
Job Type: Full-time
Job Type: Full-time