Snaphunt Pte Ltd – Guest Experience Associate

Key Responsibilities

• Greeting guests and handling check-in and check-out processes.
• Creating meaningful engagement with guests by anticipating needs and maintaining active interaction throughout their stay.
• Delivering high-quality customer service by addressing guest requests, concerns, and incidents promptly and professionally.
• Managing reservations, email enquiries, room inventory, and room assignments while on shift.
• Communicating with Revenue and internal stakeholders to coordinate pre-arrival arrangements for VIPs, corporate clients, and group bookings.
• Monitoring and maximising room inventory to support new sales leads and reservations.
• Proactively encouraging longer lengths of stay for in-house guests.
• Proactively upselling services to achieve individual and team revenue targets.
• Identifying areas for personal and team development and contributing to continuous improvement.
• Updating guest data accurately across PMS and internal systems.
• Ensuring compliance with all SOPs, service standards, and operational guidelines.

Ideal Candidate

• You have a minimum of 1 year of experience in hospitality, guest relations, customer service, or a similar customer-facing role.
• You are strong in delivering exceptional customer service in fast-paced environments.
• You possess excellent interpersonal, written, and verbal communication skills.
• You are an active listener with the ability to assess situations and respond professionally.
• You possess experience working independently while collaborating effectively within a team.
• You bring a strong understanding of teamwork and shared accountability toward common goals.
• You have experience or familiarity with Microsoft Office, Google Drive, and PMS/helpdesk tools.
• You have the flexibility to work rotating shifts, including weekends and public holidays when required.

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