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!
As a Guest Experience Associate, you are a Habyt brand ambassador and will be a part of a high-performing team at our Flex property (Owen House Cluster), 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
Cluster assignment and rotation:
- Owen House Cluster: If assigned to this cluster, you will rotate between Owen House, Clarke Quay and Kallang.
What we offer:
- Welcome Package: Start your journey with us fully equipped - Habyt swag and all the tech you need from day one.
- Team Events: Connect and have fun with your colleagues at our regular, lively company events.
- Hybrid Work: We believe in flexibility and connection, promoting a positive work environment for everyone. With our hybrid model, you will work both from home and our centrally located office in the city.
- Career Growth: From performance development plans to feedback sessions and competency matrices, we're here to help you grow and develop your skills even further.
- Habyt Fellowship Program: Work from any Habyt location and get to know the team in other countries.
- Mental Health: Enjoy free access to the Calm App, plus subsidised membership for ClassPass.
- Employee Discount: Unlock 25% off when staying at a Habyt Flex property, and enjoy exclusive rates for our coliving homes.
- Have an impact: Join a fast-growing company and be part of a diverse, international, and talented team. Together we are revolutionising the housing market!