Là một thành viên trong nhóm Chăm sóc Trải nghiệm Khách hàng, bạn sẽ đóng vai trò rất quan trọng trong việc tạo ra những trải nghiệm đáng nhớ cho khách hàng của Mad Monkey. Dưới đây là một số yêu cầu chính của vị trí này:
Kỹ năng giao tiếp tốt và khả năng làm việc dưới áp lực trong môi trường đa ngôn ngữ.
Sự nhạy bén với các vấn đề văn hóa và khả năng thích ứng nhanh chóng với các tình huống mớí
Mang đến trải nghiệm tốt nhất cho khách hàng và đảm bảo khách hàng sẽ có những nhận xét tốt trên các nền tảng mạng xã hội cũng như các kênh bán hàng online của Công ty.
Sự năng động, nhiệt huyết và đam mê với công việc tại môi trường Nhà hàng và Khách sạn là yếu tốt cần thiết.
Tổ chức các sự kiện ngày và đêm trong môi trường Nhà hàng và khách sạn để thu hút khách nước ngoài và mang đến những trải nghiệm mới mẻ cho khách hàng.
Phản ứng linh hoạt và hiệu quả khi xử lý các khiếu nại hoặc yêu cầu của khách hàng, đảm bảo mọi vấn đề đều được giải quyết một cách kịp thời.
Ngoài những yêu cầu chính trên bạn đọc thêm mô tả công việc bên dưới để hiểu rõ công việc chi tiết hơn:
MAIN DUTIES AND RESPONSIBILITIES
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 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.
The roles and responsibility of Guest Experience team members include:
Reception
Welcome check- in guests
Direct any serious complaints to the Guest Experience Head of Department, or Hostel management team, and follow up with the guests afterwards.
Encourage the guest to join the guest experience team in the bar for their welcome drink as soon as possible after their arrival.
Greet and assist guests as they enter and depart the property.
Assist check- in guests to their rooms and carry their luggage.
Receive and respond to guest inquiries and complaints, ensuring all complaints handling training is followed at all times.
Provide a “welcome speech” to every check- in guest on the day of their arrival.
Support Customer Service department with inquiries and concerns.
Events
Support participation in Food & Beverage promotions and encourage sales..
Encourage and maximize guest participation, ensuring all events and engaging and fun for those involved.
Follow the RSA training provided during induction training to ensure our guests are safe during their stay
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.
Organise and host high quality night time events, for example, Karaoke, Pub Quiz, Beer pong, and many more.
Tours
Host (not guide) single- day Mad Monkey tours to elevate guest experience of branded Tour products.
Local Community Projects
Implementation and in- house communication of Local Community Projects as directed by the global LCP Product Owner.
Support Travel & Tours department to increase Travel & Tour product sales.
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.
Marketing
Support Marketing department with content and information as requested.
Drive guest engagement with MMXP Mobile App.
Post- Departure Care
Personalized outreach to all check- out guests and requests for feedback and online reviews.
Support online communication channels with in- house guests.
Support in- house promotion of nightly events including poster and chalkboard displays, in line with brand standards.
