Guest Experience Associate

4 hours ago

Singapore HMLET CENTRAL PTE. LTD. Full time

**About the job**

Habyt is the largest flexible housing company globally, with a mission to provide access to housing anywhere, for everyone. We develop and manage beautifully designed, community-driven and technologically empowered living spaces to create a modern living concept. Our portfolio has reached 30,000 units in more than 50 cities spread across 3 continents.

As a Guest Experience Associate / Executive, you are a Habyt brand ambassador and will be a part of a high-performing team at our Boutique property (Cantonment / Owen House), contributing to the optimisation of revenue, occupancy, and average rate, and also delivering the level of service that produces guest satisfaction.

**Your responsibilities will include**:

- Greeting guests and performing check-in and check-out duties
- Creating a satisfactory level of engagement with guests by showing interest, anticipating requests, and engaging with them throughout their stay
- Delivering high-quality customer service by listening to guests’ requests and concerns and coordinating with internal teams to find appropriate solutions to fulfil the request or resolve the incident promptly
- Communicating with the Sales team or other stakeholders to coordinate and conduct the necessary pre-arrival work for VIPs, corporate clients, groups, etc.
- Monitoring and maximising room inventory to accommodate new sales leads and reservations
- Proactively encourage longer lengths of stay for in-house guests
- Proactively upsell to hit monthly team and individual targets
- Proactively looking for areas for development and improvement for yourself and others
- Updating guest data in the PMS and other IT systems as required
- Ensuring compliance with all SOPs and standards

**The skills, attitude, and experience we require are**:

- A minimum of 1 year of experience in a similar role in the hospitality or customer relations industry (guest relations, customer service or help desk position, or similar) preferably in a hotel or serviced apartment environment
- Independent with exceptional customer service and teamwork skills
- Understand the importance of teamwork as well as individual contributing towards a common goal
- Excellent interpersonal, written, and verbal communication skills
- A willingness to work rotating shifts - Shifts are of 5 days/week including weekends, PH, and both morning, afternoon, and night shifts when required
- Active listening and problem-solving skills, with the ability to accurately assess a situation and respond appropriately to resolve all comments, tickets, queries, and concerns professionally
- Tech-savvy with experience working with Microsoft Office, Google Drive, and PMS/helpdesk systems

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