Guest Experience Manager

As a Guest Experience Manager, you will oversee and manage all aspects of the guest experience, ensuring that guests receive exceptional service and have memorable stays. You will lead the Guest Experience team, manage guest inquiries and complaints, plan and execute in-house events, and foster a positive atmosphere. You will recruit, train, and develop the team, assign tasks and responsibilities, and monitor performance. You will also greet guests, assist with luggage, provide a welcome speech, and manage inquiries and complaints. Additionally, you will coordinate events and activities, collaborate with other departments, oversee operations, monitor feedback, and ensure compliance with regulations. You will contribute to new initiatives and programs to enhance the guest experience and explore technology and automation.
You will also be responsible for supporting the Regional Guest Experience Manager in implementing the policies, procedures, resources, training, and quality assurances within your property to ensure the Guest Experience team delivers their department responsibilities to the Mad Monkey standard. You will organize and manage your department's resources to ensure that nightly events, check-in, check-out, guest inquiries, and complaint handling are implemented to a high standard, driving quality earnings throughout all hostel departments and ensuring a high Customer Satisfaction score at all times.

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