Guest Experience Associate

Vor 7 Tagen

Berlin, Deutschland Habyt GmbH Vollzeit

Habyt's mission is to provide the best housing experience, anywhere. We develop and manage beautifully designed, community driven and technologically empowered living spaces to create a modern living concept. We are funded by top VC and Real Estate investors and are present across Europe and APAC.

As a Guest Experience Associate, you are a Habyt brand ambassador and will be a part of a high performing team at our Boutique property, contributing to the optimization of revenue, occupancy, average rate, and also delivering the level of service that produces guest satisfaction. Located by the Rummelsburger See in Berlin, Waterfront by Habyt will open this summer and will offer 144 Hotel Rooms and 92 Residential Studios.

**Your responsibilities will include**:

- Greeting guests and performing check-in and check-out duties
- Creating the satisfactory level of engagement with guests by showing interest, anticipating requests and engaging with them throughout their stay
- Delivering high-quality customer service by listening to guests’ requests and concerns and coordinating with internal teams to find appropriate solutions to fulfil the request or resolve the incident promptly
- Communicating with the Sales team or other stakeholders to coordinate and conduct the necessary pre-arrival work for VIPs, corporate clients, groups etc.
- Monitoring and maximizing room inventory to accommodate new sales leads and reservations
- Proactively encourage longer length of stay for in-house guests
- Proactively upsell to hit monthly team and individual targets
- Proactively looking for areas for development and improvement for yourself and others
- Updating guest data in the PMS and other IT systems as required
- Ensuring compliance to all SOPs and standards

**The skills, attitude and experience we require are**:

- A minimum of 1 year of experience in a similar role in the hospitality or customer relations industry (guest relations, customer service or help desk position, or similar) preferably in a hotel or serviced apartment environment
- Independent with exceptional customer service and teamwork skills
- Understand the importance of teamwork as well as individual contributing towards a common goal
- Excellent interpersonal, written and verbal communication skills. Good German and English language skills required.
- A willingness to work on rotating shifts - 5 days per week including weekends and Public Holidays covering 7AM to 10PM business hours
- Active listening and problem-solving skills, with the ability to accurately assess a situation and respond appropriately to resolve all comments, tickets, queries and concerns professionally
- Tech-savvy with experience working with Microsoft Office, Google Drive, and PMS/helpdesk systems

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