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Guest Experience Associate

1 month ago

Hong Kong, Central and Western District, Hong Kong SAR China COMMON Full time
About the jobHousing 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 placeAs a Guest Experience Associate, you are a Habyt brand ambassador and will be a part of a high-performing team at our Flex property (Austin Avenue), 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 dutiesCreating a satisfactory level of engagement with guests by showing interest, anticipating requests, and engaging with them throughout their stayDelivering 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 promptlyManaging reservations and email inquiries, monitoring room inventory, and assigning rooms when on shiftCommunicating with internal 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 and provide weekly update on room availability to the revenue teamProactively encourage longer lengths of stay for in-house guestsProactively work with Housekeeping and Operations Team in ensuring property upkeepProactively looking for areas for development and improvement for yourself and othersUpdating guest data in the PMS and other IT systems as requiredEnsuring compliance with all SOPs and standardsThe skills, attitude, and experience we require are:At least 1 year of experience in a similar role within the hospitality or customer relations industry, preferably in a hotel or serviced apartment setting.Strong customer service skills combined with a collaborative mindset and the ability to work both independently and as part of a team.Excellent interpersonal, written, and verbal communication skills.Active listening and problem-solving abilities to assess situations accurately and address queries and concerns professionally.Tech-savvy, with experience using Microsoft Office, Google Workspace, and PMS/helpdesk systems.Willingness to commit to shift work when required.

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