Hotel Guest Experience Executive

About the role

Heritage Collection is a boutique hospitality group based in Singapore with a global footprint (properties in Singapore and New York). We have experienced tremendous growth since 2011 and we currently manage a portfolio exceeding 25 properties across Singapore and New York. We are currently looking for a self-motivated individual with an outgoing personality and passion in customer service, to take on the role of Guest Experience Executive Your Main Job Scope: - Build and enhance the Heritage brand with your bright and happy personality so as to attract new tenants and retain existing ones. - (After proper training) Take charge of a sector and move between buildings to handle check-ins and check-outs - you must be fit and like being on the go! You can clock as many as 30k steps in a day! - Develop and maintain positive relations with guests via regular and proactive communication. You will be expected to ask guests to provide you written feedback on your performance. - Provide feedback on our self check-in system and work with vendors when there are updates. - Manage guest complaints and work to resolve them or provide feedback to Management - Report room issues in a timely manner - you will work with our in-house technicians or outside vendors to address building maintenance concerns. - Coordinate with guests for their weekly housekeeping - Regularly inspect rooms (during housekeeping days) and common areas to ensure a high level of maintenance and proactively highlight issues that need to be addressed - Analyze current SOPs and make recommendations to the Management to improve operating efficiency - Manage supplies like paper goods and cleaning products - Work with external vendors like laundry service providers to ensure operations are not disrupted Requirements and Qualifications: - At least a Diploma in hospitality preferred (Certified true copies of certificates must be presented) - At least 1 year of experience in Hospitality work - Shift Work, Off on Weekday or Weekend. - 1-2 years of property management experience preferred. - Demonstrated proficiency with Microsoft Office like Excel and Google suite of products like Google Mail, Sheets and Calendar. - Ability to organize and coordinate work efficiently and to set priorities in a demanding work environment. - Strong verbal and written communication skills. - Strong interpersonal skills. - High levels of integrity - Ability to work independently and as a productive member of a team. - Ability to work under pressure and meet deadlines. - Willing to work on 6-day work week, weekend duties, work on public holiday and answer texts (eg guests complaints and enquiries) outside of normal office hours.

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