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 properties in Singapore (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
• 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