Guest Experience Manager Waterfront by Habyt

Habyt's mission is to provide the best housing experience, anywhere. We develop and manage beautifully designed, community driven and technologically empowered living spaces to create a modern living concept. We are funded by top VC and Real Estate investors and are present across Europe and APAC.

As a Guest Experience Manager, you are a Habyt brand ambassador and will be a part of a high performing team at our Boutique property, contributing to the optimization of revenue, occupancy, average rate, and also delivering the level of service that produces guest satisfaction.

Tasks

• Manage members and guest relations, ensuring the team offers the highest level of service
• Greeting guests and performing check-in and check-out duties
• Manage reservation emails and booking, with proper room allocations to maximize the room inventory and therefore revenue
• Working closely with the Boutique Manager to assign, coordinate and supervise work activities of the Guest Experience team
• Ensure compliance of Guest Experience team to all SOPs and standards at all times
• Proactively look for areas for development and improvement for yourself and the team
• Guide and train team members on property products and services knowledge, providing them support for skills development
• Manage guest complaints professionally, and turn them into opportunities while assuring a pleasant guest experience
• Monitor, own and maximize guest satisfaction scores including Tripadvisor and Google Reviews

Requirements

• A minimum of 3 years 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
• Mature, commercial minded, independent with exceptional customer service and teamwork skills
• Excellent interpersonal, written and verbal communication skills
• Understand the importance of teamwork as well as individual contributing towards a common goal
• Confident in training team members the established product knowledge and service standards
• 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 and to resolve all comments, tickets, queries and concerns professionally
• Tech-savvy - Experience working with Microsoft Office, Google Drive, and PMS/helpdesk systems is essential

Benefits

• Join a great team and become a strong leader within the Habyt cosmos: your colleagues are talented, motivated self-starters
• Premium membership on the Calm App
• Be a part of an innovative business model with a global impact
• A high degree of responsibility and involvement from day one
• Fast decision-making and flat hierarchies make Habyt a great place for your professional growth