Guest Experience Manager

5 days ago

Singapore HMLET CENTRAL PTE. LTD. Full time

**About the job
Hmlet is the leading flexible living brand in Asia, disrupting the home rental market by offering urbanities a curated, cost-effective and hassle-free accommodation solution. Backed up by Sequoia Capital and Burda Principal Investments, and as part of the Habyt group, we are the coliving operator with the largest global presence. We change the way people live by leveraging technology, design, planning, and services in the evolving reality of real estate.

Joining the pioneer team of Hmlet’s boutique hotel, this is a unique opportunity to join a newly formed team of hospitality and co-living professionals.

**You will be responsible for:
- Manage members and guest relations, ensuring the team offers the highest level of service
- Greet guests and perform check-in and check-out duties
- Working closely with the Boutique Manager to assign, coordinate and supervise work activities of the Guest Experience team
- Ensure compliance of Guest Experience team to all SOPs and standards at all times
- Proactively look for areas for development and improvement for yourself and the team
- Guide and train team members on property products and services knowledge, providing them support for skills development
- Manage guest complaints professionally, and turn them into opportunities while assuring a pleasant guest experience
- Monitor, own, and maximise guest satisfaction scores including Tripadvisor and Google Reviews, in addition to Hmlet’s guest survey

**The skills, attitude, and experience we require are:
- A minimum of 3 years experience in a similar role in a hotel or serviced apartment environment
- Mature, independent with excellent problem-solving skills
- Strong front office knowledge & commercial minded
- Excellent written and verbal communication skills
- Confident in training team members on established service standards
- Willing to work on rotating shifts
- Experience in Property Management Systems is essential

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