Job Opportunities in Vietnam
November 11, 2024
Mad Monkey Hostels
Hà Nội
FULL TIME
Travel & Tour Guru
As a Travel & Tours Guru, you will play a vital role in ensuring that guests have unforgettable adventures at Mad Monkey. Your primary responsibility is to provide expert knowledge and exceptional customer service to help guests make the most of their trip.
You will be the go-to person for all things Madventures, offering up-to-date information on our products and services. Whether guests have questions about tours, accommodations, transportation, or local attractions, you'll be there to provide helpful guidance and recommendations.
In addition to providing excellent customer service, you will also be responsible for hosting tours and ensuring the safety and enjoyment of all participants. Your ability to create a memorable and engaging experience will leave a lasting impression on guests.
It’s also your responsibility to support Mad Monkey in achieving its Vision and Mission:
KEY RESPONSIBILITIES:
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
You will be the go-to person for all things Madventures, offering up-to-date information on our products and services. Whether guests have questions about tours, accommodations, transportation, or local attractions, you'll be there to provide helpful guidance and recommendations.
In addition to providing excellent customer service, you will also be responsible for hosting tours and ensuring the safety and enjoyment of all participants. Your ability to create a memorable and engaging experience will leave a lasting impression on guests.
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.
KEY RESPONSIBILITIES:
- Maintain a deep understanding of all Madventures products and services, including tours, accommodations, and transportation options.
- Ensure the safety of tour participants at all times. Prioritize the safety of tour participants, including conducting safety briefs and taking appropriate actions to prevent accidents.
- Manage the operations of Madventures tour desks in your property for the assigned amount of hours.
- Promote and sell Mad Monkey tours, third-party tours, and travel services to in-house and walk-in guests.
- Assist the Guest Experience team in promoting and collecting payments for nightly events.
- Keep accurate records of each sale and customer details for administrative purposes.
- Handle Travel & Tour payments and expenses in accordance with Finance policy.
- Encourage satisfied guests to leave honest reviews.
- Use a Tour Management System (TMS) as a centralized platform for tour bookings.
- Offer accurate, engaging, and enjoyable information about Madventures tours to enhance the customer experience.
- Maintain up-to-date product price tables and break-even analyses for all Travel & Tour products.
- Show respect for local customs and traditions, and educate customers accordingly.
- Offer tailored recommendations to guests based on their interests, preferences, and budget.
- Encourage guests to purchase additional products or services, such as tours, accommodations, or merchandise.
- Offer guests upgrades or premium options to enhance their experience and increase revenue.
- Help customers with all their travel and Madventures tour bookings.
- Address and resolve customer complaints promptly.
- Keep up-to-date with all Madventures tours and the latest travel trends.
- 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.
- Previous experience working in the travel and tourism industry, particularly in a guest-facing role.
- In-depth knowledge of local attractions, activities, and amenities.
- Experience in guiding tours or activities.
- Excellent communication and interpersonal skills.
- Strong customer service orientation
- Understanding of local customs, traditions, and etiquette.
- Passion for providing exceptional customer service and creating memorable experiences.
- Ability to effectively interact with guests, team members, and other stakeholders.
- Ability to create a welcoming and inviting atmosphere for guests.
- Ability to adjust to changing situations and priorities.
- Ability to identify and resolve guest concerns and issues in a timely and effective manner.
- Ability to manage multiple tasks and prioritize effectively.
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
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