Senior Guest Experience & Hospitality Lead

HMLET CENTRAL PTE. LTD.; Singapore; On-site; SGD 42,000 - 56,000; Full time

Benefits offered by this job

Preferential employee rates

Wellbeing initiatives

Employee benefits

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Guest experience

Front office

Customer-facing

Interpersonal skills

Communication

Problem-solving

Team player

Upselling

Tools

Microsoft Office

Google Workspace

PMS

Reservation systems

Helpdesk systems

Job description

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.