Customer Experience Manager - Hanoi, Việt Nam - Mad Monkey Hostels

Mad Monkey Hostels

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Hanoi, Việt Nam

1 tuần trước

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Mô tả

MAIN SCOPE AND PURPOSE:

To ensure the smooth and highly effective performance of the CERS. Through recruitment, training, revenue maximisation and people management.

Building strong relationships of leadership internally and with suppliers by ensuring Mad Monkey core values; Curiosity, Positivity, Courage, Sincerity and family spirit have visibility within the business.

Main duties and responsibilities:

Assisting with attracting and managing the recruiting process whilst managing CERS.-Integral part of the Operations team and executes Management initiatives.-Consults with the Regional Customer Experience Manager to define requirements to recruit, train and develop teams and future talent.-Creates and executes training and development to ensure competence and consistency of service delivery by all team members.-Manages the customer journey and looks for ways to propose to Management enhancements to the customer experience whilst being commercially minded.-Proposing the Innovation and implementation of new events and tours whilst ensuring the n events and tours are executed to a high consistent standard.-Creating and updating interactive activities within the hostel for customers amusement and entertainment.-Drives conversion of honest reviews from satisfied guests.
RecruitmentAssists with the recruitment process.-Ensures succession planning and replacement of CER positions is discussed and planned for in a timely manner.-Supports the visa process with the assistance of the Regional Customer Experience Manager and HR.-Assists with the issue of contracts, fixed term or otherwise with the assistance of the Regional Customer Services Manager and HR.-Assists with the issue of new starter paperwork completion and compliance.-Ensures all CERs and VIGS are fully inducted to the Mad Monkey culture and KPIs and expectations including revenue are set, communicated and formally followed up.
PerformanceAlways taking responsibility for the welcome session - a unique concept within Mad Monkey that means a lot to our customers.-Ensures communication is clear and honest with the GMs, the good, bad and the ugly-Is a responsible, inspiring and awesome role model for all CERs.

-Praise and high five team
- highlights good qualities (socializing, engagement, energy etc)

Operates and over delivers in line with KPIs.
Manages weekly performance of CERS and VIGS as directed by RCEM.
Supports the probationary process, supporting the GMs and Country Operations Managers.
Ensures increases in quality, honest online reviews, shot sales per hostel and upselling performance.
Monitors personal name mentions via social media platforms and rewards accordingly and drives increases in reviews.
Creates imaginative ways to obtain reviews from customers.
Commercial ManagementProvides feedback regarding current tours, experiences and activities value to the business and proposes new and engaging alternatives.
Helps build strong relationships with tour operators and external service providers.
Assists with the creation of feedback models for trips, activities and tours to measure success and effectiveness.
Plans and structures, on point events and activities in advance and communicates special offers and prices.
Actively provides and encourages CERS and VIGS to create Insta and Facebook worthy content to share with Marketing.
Operates at all times within departmental budgets and seeks approval for required purchases.
Generally, be alert for opportunities to improve the profitability and cost saving of the department.

Forward thinking:

Making sure that you together with the other CERS, VIGS continually are making a significant influence in creating an awesome environment.

Going above and beyond for customers.
Make an effort to stay in touch with new CERs in other locations, work as a team by offering that little extra to our guests (letting other CERs know when one of your guests are coming to their location so the team members will be able to give them a personal welcome.
Always taking responsibility for the welcome session a unique concept within Mad Monkey that means a lot to our customers.
Deals with all potential and real time problems creating a suitable solution and outcome for all concerned. Ensures follow up is actioned as required.
Shares with team experiences of best practices and knowledge.
Maintain up to date knowledge of the hostel sector and competitors.
Monitor present and future trends and practices to determine and ensure a leading and quality driven operation. Proactively search for new ideas and practices that can enhance volume, raise standards and increase the quality of the operation.
Ensure that there are proper measures to prevent hostel assets from being stolen and unaccounted for between departments.

Team Management:

Provides dynamic consistent leadership to the team, developing a strong team culture in line with company values and ethos, which s