About the job

Housing is hard. One size rarely fits all, and it's a hell of a process. As the largest flexible housing company globally, Habyt’s mission is to provide access to housing anywhere, for everyone. Our drive is to create solutions with a digital-first approach, making every move easy, and every house a home. If you are passionate about real estate and would like to join a dynamic, talented, and diverse team of professionals from all around the world — you are in the right place!

This is a unique opportunity for you to be part of a high performing team at our newest addition Boutique property, Habyt Austin Avenue. Swanky, spacious and yet affordable, you can find it conveniently located at Tsim Sha Tsui, Kowloon. You are a Habyt brand ambassador and will be contributing to the optimisation of revenue, occupancy, average rate, and also delivering the level of service that produces guest satisfaction.

You will be responsible for:

Holistic Hotel Operations Management:

• Conduct regular on-site supervision through walk-throughs and quality checks to ensure the highest standards of cleanliness, maintenance, and overall guest experience.
• Perform comprehensive inventory checks and establish efficient repair and maintenance schedules to uphold the condition of the facility.
• Monitor and enhance guest satisfaction scores across various platforms, such as Tripadvisor, Google Reviews, and Habyt’s guest survey, taking proactive measures to address feedback and continuously improve service quality.

Assisting in pre- and post-Opening Phases:

• Take a lead role in assisting with the pre-opening phase of Hotel Operations, overseeing tasks such as onboarding onto various Online Travel Agencies (OTAs) and ensuring the physical readiness of the building for short-term stays.
• Manage the entire facility during both pre and post-opening phases, ensuring seamless transitions and alignment with revenue and guest satisfaction targets.

Implementation of SOPs:

• Develop and implement comprehensive SOPs covering various aspects of hotel operations, including but not limited to check-in/check-out procedures and effective issue escalation protocols.
• Regularly review and refine SOPs to ensure operational efficiency and alignment with industry best practices.

Guest Relations and Complaint Resolution:

• Serve as the primary point of contact for guest complaints and queries, demonstrating a customer-centric approach.
• Prioritise and address guest concerns promptly, utilising effective communication and conflict resolution skills.
• Escalate complex issues to relevant stakeholders within the organisation, ensuring swift and satisfactory resolution.

Financial Ownership and Revenue Maximisation:

• Assist in financial activities related to short-term stays, establishing a dynamic pricing strategy to optimise revenue, and build toward taking ownership within 6 months
• Collaborate with the sales and marketing teams to develop and execute effective strategies that drive occupancy and revenue growth.

Strategic Marketing Collaboration:

• Collaborate closely with the marketing and public relations team to maximise the hotel's exposure through strategic campaigns, promotions, and public relations initiatives.
• Implement innovative marketing strategies to enhance the hotel's visibility and attract a diverse range of guests.

Compliance with Relevant Regulations:

• Ensure compliance with Occupational Health and Safety regulations, fire regulations, and all other applicable legal requirements and laws.
• Oversee safety audits, inspections, and training programs to maintain a safe and lawful environment within the hotel.

The skills, attitude and experience we require are:

• A minimum of 3 years of experience in a similar role in the hospitality focusing on sales and guest relations, preferably in a hotel or serviced apartment environment
• Mature, commercial minded, independent with exceptional customer service and teamwork skills
• Excellent interpersonal, written and verbal communication skills
• Understand the importance of teamwork as well as individual contributing towards a common goal
• Active listening and problem-solving skills, with the ability to accurately assess a situation and respond appropriately and to resolve all comments, tickets, queries and concerns professionally
• Tech-savvy - Experience working with Microsoft Office, Google Workspace, and PMS/helpdesk systems is essential