Senior Guest Experience Associate

HMLET CENTRAL PTE. LTD.; Singapore; In loco; SGD 42.000 - 56.000; Tempo pieno

Vantaggi offerti da questo lavoro

Preferential employee rates

Wellbeing initiatives

Employee benefits

Descrizione del lavoro

Hmlet (HMLET CENTRAL PTE. LTD.) is seeking a Senior Guest Experience Associate to be a face of the brand and drive guest satisfaction across properties in Singapore. You will ensure a welcoming check-in/out experience while supporting occupancy, upselling, and revenue goals.

The role requires 2-3 years in guest-facing hospitality, strong communication, and the ability to handle guest requests with poise. Expect a 5-day rotating shift including weekends.

Competenze

• Minimum 2-3 years of experience in guest experience, front office, or customer-facing hospitality roles.
• Excellent written and verbal communication with guests from diverse backgrounds.
• Comfortable using PMS, reservation, and helpdesk tools to manage guest needs.

Mansioni

• Act as a senior point of contact on shift, supporting Guest Experience Associates and ensuring service standards.
• Greet guests and perform check-in and check-out duties with professionalism and warmth.
• Build strong guest engagement by anticipating needs and maintaining proactive communication throughout the stay.
• Handle guest requests, feedback, and complaints, supporting service recovery when required.
• Coordinate with Revenue team for pre-arrival planning for VIPs, corporate clients, and group bookings.
• Monitor and optimise room inventory to support occupancy and average rate.
• Encourage longer stays and upsell opportunities to meet targets.
• Support onboarding and guidance for new or junior staff.

Conoscenze

Guest experience

Front office

Customer-facing

Interpersonal skills

Communication

Problem-solving

Team player

Upselling

Strumenti

Microsoft Office

Google Workspace

PMS

Reservation systems

Helpdesk systems

Descrizione del lavoro

Housing is hard. One size rarely fits all, and finding the right place to call home can be a complicated process.

At Hmlet, we believe it shouldn’t be. Our mission is to make housing more accessible, flexible, and seamless - creating spaces where every move feels easier and every house can feel like home.

We are a dynamic and diverse team of people passionate about hospitality, real estate, and creating great living experiences. If you enjoy working with people, thrive in a fast-paced environment, and want to be part of a growing hospitality and flexible-living business, we’d love to hear from you.

About the Role

As a Senior Guest Experience Associate, you will be one of the faces of Hmlet and a key ambassador for our brand.

Working as part of the property team, you will be responsible for creating a welcoming and seamless experience for our guests throughout their stay, from arrival and check-in through to departure. Beyond delivering excellent service, you will also play an important commercial role by supporting occupancy, identifying upselling opportunities, and helping maximise revenue across our properties.

This is a hands‑on, guest‑facing role suited to someone who enjoys solving problems, building relationships, and taking ownership of the guest experience.

What You’ll Do

• Act as a senior point of contact on shift, supporting Guest Experience Associates and ensuring service standards are upheld
• Greet guests and perform check-in and check-out duties with professionalism and warmth
• Build strong guest engagement by anticipating needs and maintaining proactive communication throughout the stay
• Handle guest requests, feedback, and complaints professionally, supporting service recovery when required
• Manage reservations and email inquiries, monitor room inventory, and assign rooms during shifts
• Coordinate with the Revenue team and other stakeholders on pre‑arrival planning for VIPs, corporate clients, and group bookings
• Monitor and optimise room inventory to support occupancy, average rate, and new sales leads
• Proactively encourage longer lengths of stay and support upselling initiatives to meet team targets
• Support onboarding and on‑the‑job guidance for new or junior Guest Experience Associates
• Identify opportunities for service improvement and operational efficiency, and share feedback with the Manager
• Ensure accurate updating of guest data in the PMS and other systems
• Ensure full compliance with SOPs, brand standards, and operational procedures
• Support smooth shift handovers and operational continuity

Ideal Candidate

• Minimum 2-3 years of experience in guest experience, front office, or customer‑facing hospitality roles, preferably in a hotel or serviced apartment environment
• A genuine passion for delivering excellent customer experiences.
• Strong interpersonal skills and the ability to communicate confidently and professionally with guests from different backgrounds.
• Excellent written and verbal communication skills.
• Strong active listening, problem‑solving, and judgement, with the ability to assess situations quickly and find practical solutions.
• A team player who understands how individual performance contributes to shared operational and commercial goals.
• Comfortable working independently and taking ownership of guest requests and issues through to resolution.
• Commercial awareness and confidence in identifying upselling and stay‑extension opportunities.
• Tech‑savvy and comfortable working with tools such as Microsoft Office, Google Workspace, PMS, reservation, and helpdesk systems.
• Adaptable, organised, and comfortable working in a fast‑paced hospitality environment.
• Willing and able to work a 5-day rotating shift schedule, including weekends and public holidays, as well as morning, afternoon, and night shifts when required.

The Offer

• Join a growing business where you can take ownership, contribute ideas, and directly influence the experience we create for our guests.
• Work with supportive leaders who are invested in your success, with opportunities to learn, take on greater responsibilities, and grow your career as the business evolves.
• Enjoy preferential employee rates and discounts across eligible Hmlet properties across countries.
• Access wellbeing initiatives and employee benefits designed to support your physical and mental wellbeing.
• Work alongside talented colleagues from diverse backgrounds in an environment that values collaboration, initiative, and continuous improvement.

At Hmlet, great hospitality starts with people. If you enjoy creating memorable guest experiences while being part of a commercially driven and hands‑on team, we would love to meet you.