Guest Experience

Job Description: Guest Experience Officer

Location: Mad Monkey Uluwatu, Bali
Department: Operations
Reports To: Hostel Manager / Operations Manager

About the Role

At Mad Monkey Uluwatu, our Guest Experience team is responsible for creating unforgettable experiences for every guest. This role combines front-of-house hospitality, community building, and event coordination to ensure guests feel welcomed, connected, and excited throughout their stay.

We are looking for an energetic, friendly, and proactive individual who thrives in a social environment and is passionate about delivering exceptional customer service.

Key Responsibilities

Guest Engagement

• Welcome guests upon arrival and create a warm, friendly first impression.
• Build genuine connections with guests from different cultures and backgrounds.
• Encourage participation in hostel activities, tours, and events.
• Actively interact with guests throughout the day to enhance their overall experience.
• Handle guest inquiries, feedback, and concerns professionally and efficiently.

Events & Activities

• Organize and host daily and weekly social activities.
• Coordinate with local partners for tours and experiences.
• Assist in planning themed events, parties, and community activities.
• Ensure events run smoothly while maintaining a fun and safe environment.

Community Building

• Foster an inclusive and welcoming atmosphere for solo travelers and groups.
• Encourage social interaction among guests.
• Promote Mad Monkey's culture and values through positive engagement.

Front Desk Support

• Assist the reception team during busy periods when required.
• Provide local recommendations for restaurants, beaches, nightlife, and attractions.
• Maintain accurate information regarding hostel services and promotions.

Social Media Support

• Capture photos and videos during hostel events and guest activities.
• Support the marketing team by creating engaging content when requested.
• Encourage guests to share their Mad Monkey experience on social media.

Operational Support

• Ensure common areas are clean, organized, and guest-ready.
• Report maintenance issues and safety concerns promptly.
• Support other operational departments as needed to ensure smooth daily operations.

Requirements

• Previous experience in hospitality, tourism, customer service, or events is preferred.
• Strong communication and interpersonal skills.
• Outgoing, energetic, and confident personality.
• Excellent problem-solving skills and ability to stay calm under pressure.
• Comfortable speaking with international guests.
• Flexible schedule, including evenings, weekends, and public holidays.
• Fluent English; additional languages are an advantage.
• Passion for travel, hospitality, and creating memorable guest experiences.

Preferred Qualities

• Positive attitude with a "can-do" mindset.
• Highly organized and proactive.
• Team player with strong collaboration skills.
• Creative and enthusiastic about hosting events.
• Comfortable working in a fast-paced, social environment.