About the job
Housing is hard. One size rarely fits all, and it's a hell of a process. As one of the largest flexible housing companies globally, Habyts 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 Owen House by Habyt, 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
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
