Guest Experience Associate

Note to Applicants:
This role is based in a transit hotel environment, supporting guests with short-stay and time-based bookings.

We currently operate transit hotels at Changi Airport Terminals 1 and 3, and will be taking over operations at Terminal 2 in November. This presents an exciting opportunity to join our growing team and be part of our expansion.

Job Description:

1. Guest Arrival, Welcome, and Front Desk Flow

• Manage guest check-ins efficiently while maintaining a warm, professional and organised front desk presence.
• Confirm reservation details accurately, including guest name, length of stay, room type, rate, inclusions and payment method.
• Verify identification and ensure registration requirements are completed accurately and in accordance with hotel policies.
• Provide clear and practical information on hotel facilities and services, adjusting communication according to guest needs.
• Manage queues calmly during peak arrival periods and maintain control of the desk rather than reacting to pressure.

2. Managing Expectations and Irregular Situations

• Handle situations where rooms are not immediately available with transparency and professionalism.
• Set realistic expectations regarding waiting times and room availability.
• Coordinate closely with Housekeeping and Duty Manager to obtain accurate room readiness updates.
• Communicate operational challenges clearly to guests to minimise dissatisfaction and escalation.

3. Guest Departure and Billing Accuracy

• Process guest check-outs efficiently and ensure all charges are correctly posted before presenting invoices.
• Review folios for accuracy, including packages, inclusions and incidental charges.
• Explain bills clearly and professionally when guests request clarification.
• Identify posting errors and follow proper approval processes for adjustments.
• Ensure folios are closed correctly to avoid post-departure disputes or follow-up corrections.

4. Short Stay, Day Use and Time-Based Reservations

• Manage short-stay and time-based bookings with close attention to arrival and departure times.
• Communicate usage duration and charging policies clearly to guests.
• Process booking extensions promptly and update systems accurately.
• Coordinate with housekeeping to ensure rooms allocated to time-based stays are turned around efficiently and reassigned correctly.

5. Reservation Handling and System Discipline

• Create, amend and cancel reservations according to hotel policies, including room moves, extensions, cancellations and no-shows.
• Maintain accurate and relevant guest profiles, including preferences, notes and routing instructions.
• Ensure documentation is clear, concise, and useful for operational coordination.
• Prepare structured shift handovers highlighting unresolved issues, VIP guests, arrivals, departures, and operational risks.

6. Guest Requests, Complaints, and Service Recovery

• Receive, record, and follow up on guest requests until completion.
• Handle complaints with professionalism and empathy.
• Resolve issues within assigned authority and escalate to Duty Manager when necessary.
• Support service recovery actions and ensure commitments made to guests are fulfilled and documented.
• Identify recurring complaints or patterns and communicate them to management for corrective action.

7. Cash Handling, Security, and Professional Conduct

• Post charges accurately, pre-authorisations, payments, refunds and allowances according to hotel policies.
• Maintain float accuracy and complete shift closing procedures properly, investigating discrepancies where required.
• Safeguard guest information and comply with data protection and confidentiality requirements.
• Remain alert to safety or security concerns and report incidents through approved channels.
• Maintain professional grooming and presentation standards in accordance with hotel guidelines.
• Support upselling of room upgrades and hotel services where appropriate and aligned with availability and policies.

Qualifications & Requirements

• Prior experience in front office, hospitality, or customer service preferred.
• Experience in the hotel industry will be an advantage.
• Able to work rotating shifts, including nights, weekends, and public holidays as part of 24-hour hotel operations.
• Familiarity with Property Management Systems (PMS) is preferred.
• Strong computer literacy and attention to detail.
• Good communication skills in English; additional languages are an advantage.
• Able to meet security clearance requirements where applicable.