Hotel Guest Experience Executive

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.