Guest Experience Associate
Singapore, Singapore
Job Description
b'
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\xe2\x80\x99s 2nd boutique hotel, Owen House, this is a unique opportunity to join a newly formed team of hospitality and co-living professionals. Owen House offers 103 rooms, co-working, co-living areas and modern facilities.
As a Guest Experience Associate, you are a Hmlet brand ambassador and will be a part of a high-performing team at our Boutique property, contributing to the optimization 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\xe2\x80\x99 requests and concerns and coordinating with internal teams to find appropriate solutions to fulfill the request or resolve the incident promptly
- Managing reservations and email inquiries, monitoring room inventory, and assigning rooms when on shift
- 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
Shift system
Beware of fraud agents! do not pay money to get a job
MNCJobz.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
Job Detail
-
Job IdJD1292641
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:Not mentioned
-
Employment StatusPermanent
-
Job LocationSingapore, Singapore
-
EducationNot mentioned