Guest Experience Associate

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 at least 1 year of experience in hospitality/retail, within guest relations, customer service, or similar customer-facing roles.
• You are strong in delivering exceptional customer service in fast-paced environments.
• You have experience or familiarity with Microsoft Office, Google Drive, and PMS/Helpdesk tools.
• You possess excellent interpersonal, written, and verbal communication skills.
• You are an active listener with the ability to assess situations and respond professionally.
• You can work independently, as well as collaborate effectively within a team, as needed.d
• You bring a strong understanding of teamwork and shared accountability toward common goals.
• You are flexible to work rotating shifts, including weekends and public holidays when required.