Guest Experience Associate

Job Description

The Job

We are looking for a Guest Experience Associate to join a high-performing hospitality team and act as a brand ambassador across Flex properties. This role plays a critical part in delivering exceptional guest experiences while supporting revenue optimisation, occupancy, and service quality.

Working in a shift-based environment, you will be the primary point of contact for guests throughout their stay, ensuring seamless check-ins, proactive service delivery, and quick resolution of any issues. You will collaborate closely with internal teams to maintain high service standards and contribute to continuous improvement across operations.

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.