Job description for Guest Experience Associate at Hmlet Central Pte. Ltd.
- Job description:
About Us
Hmlet is a Singapore-founded flexible living operator with a consolidated portfolio of ~3,000 units across Singapore, Hong Kong, and Japan. Hmlet operates as part of FL Holdings, a subsidiary of Mitsubishi Estate - one of Japan's largest real estate conglomerates. Backed by Mitsubishi Estate's institutional capital and deep real estate expertise, Hmlet is focused on operational excellence, portfolio optimisation, and building a fully integrated, technology-driven flexible living ecosystem across the region, with a target to expand to over 35,000 rooms globally by 2035
About the Role
As a Guest Experience Associate, you are a Hmlet brand ambassador and will be a part of a high-performing team at our Flex properties, 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 Revenue 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
- 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
- A willingness to work rotating shifts - Shifts are of 5 days/week including weekends, PH, and both morning, afternoon, and night shifts when required
Experience:
- Hospitality Industry: 1 year (Required)
- Guest Relations: 1 year (Required)
