Lowongan Kerja Guest Experience Representative di PT Mad Monkey Hostels Indonesia Kuta Pujut Lombok Tengah NTB - NesiaNet

Job Openings

Guest Experience Representative

Operations - Kuta Lombok

Role Overview

The Guest Experience Manager is responsible for creating, delivering, and continuously improving exceptional guest experiences at Mad Monkey Kuta Lombok. This role leads the guest-facing team, drives social atmosphere and events, ensures service excellence, and acts as the key ambassador of the Mad Monkey culture.

Key Responsibilities

Guest Experience & Service

Ensure outstanding guest satisfaction across all touchpoints, from check-in to check-out

Actively engage with guests to create a welcoming, social, and inclusive environment

Handle guest feedback, complaints, and reviews professionally and proactively

Monitor and improve online reputation (Google, Hostelworld, Booking.com, etc.)

Atmosphere & Events

Plan, coordinate, and host daily and weekly social events, tours, and activities

Ensure Mad Monkey’s signature party, social, and community vibe is maintained

Collaborate with local partners for tours, experiences, and promotions

Team Leadership

Recruit, train, and manage guest experience staff and volunteers

Lead by example in delivering high-energy, guest-focused service

Schedule shifts and manage team performance and motivation

Foster a positive, fun, and professional work culture

Operations & Administration

Oversee front desk operations and booking systems

Ensure SOPs, brand standards, and safety procedures are followed

Work closely with housekeeping, bar, and management teams

Assist with budgeting, inventory, and cost control related to guest activities

Brand Representation

Be the face of Mad Monkey Kuta Lombok for guests and partners

Support marketing initiatives, content creation, and social media engagement

Promote Mad Monkey values, culture, and experiences consistently

Requirements

Proven experience in hospitality, guest experience, or hostel management

Strong leadership and people-management skills

Outgoing, energetic personality with a passion for social hospitality

Excellent communication skills in English (additional languages are a plus)

Ability to work flexible hours, including evenings and weekends

Strong problem-solving and organizational skills

Experience living or working in hostels or social accommodations preferred

What We Offer

Competitive salary with performance incentives

Accommodation and/or meals (depending on package)

Career growth opportunities within Mad Monkey Hostels

A fun, international, and dynamic working environment

The chance to live and work in beautiful Lombok

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