Housing is hard. One size rarely fits all, and finding the right place to call home can be a complicated process.
At Hmlet, we believe it shouldn't be. Our mission is to make housing more accessible, flexible, and seamless - creating spaces where every move feels easier and every house can feel like home.
We are a dynamic and diverse team of people passionate about hospitality, real estate, and creating great living experiences. If you enjoy working with people, thrive in a fast-paced environment, and want to be part of a growing hospitality and flexible-living business, we'd love to hear from you.
About the Role
As a Guest Experience Associate, you will be one of the faces of Hmlet and a key ambassador for our brand.
Working as part of the property team, you will be responsible for creating a welcoming and seamless experience for our guests throughout their stay, from arrival and check-in through to departure. Beyond delivering excellent service, you will also play an important commercial role by supporting occupancy, identifying upselling opportunities, and helping maximise revenue across our properties.
This is a hands-on, guest-facing role suited to someone who enjoys solving problems, building relationships, and taking ownership of the guest experience.
What You'll Do
- Welcome guests and manage smooth check-in and check-out experiences, manage
- reservations, guest enquiries, room assignments, and room inventory
- during your shift.
- Build genuine relationships with guests by understanding their needs, anticipating requests, and engaging with them throughout their stay.
- Deliver high-quality customer service by responding to guest requests, concerns, and incidents promptly and professionally.
- Coordinate closely with internal teams to resolve guest issues and ensure timely follow-through.
- Work with cross-functional teams to coordinate pre-arrival requirements for VIP guests, corporate clients, groups, and special bookings.
- Monitor room availability and inventory to help accommodate new reservations and maximise occupancy.
- Identify opportunities to extend guest stays, upsell relevant products or services, and contribute towards individual and team revenue targets.
- Maintain accurate and up-to-date guest information in the Property Management System (PMS) and other relevant systems.
- Follow established operating procedures, service standards, safety requirements, and property guidelines.
- Proactively identify opportunities to improve the guest experience, operational processes, and ways of working.
- Support your teammates where required to ensure smooth day-to-day property operations.
Ideal Candidate
- At least 1 year of experience, either full-time or part-time, in hospitality, guest relations, customer service, front office, helpdesk, or a similar customer-facing role.
- A genuine passion for delivering excellent customer experiences.
- Strong interpersonal skills and the ability to communicate confidently and professionally with guests from different backgrounds.
- Excellent written and verbal communication skills.
- Strong active listening, problem-solving, and judgement, with the ability to assess situations quickly and find practical solutions.
- A team player who understands how individual performance contributes to shared operational and commercial goals.
- Comfortable working independently and taking ownership of guest requests and issues through to resolution.
- Commercial awareness and confidence in identifying upselling and stay-extension opportunities.
- Tech-savvy and comfortable working with tools such as Microsoft Office, Google Workspace, PMS, reservation, and helpdesk systems.
- Adaptable, organised, and comfortable working in a fast-paced hospitality environment.
- Willing and able to work a 5-day rotating shift schedule, including weekends and public holidays, as well as morning, afternoon, and night shifts when required.
The Offer
- Join a growing business where you can take ownership, contribute ideas, and directly influence the experience we create for our guests.
- Work with supportive leaders who are invested in your success, with opportunities to learn, take on greater responsibilities, and grow your career as the business evolves.
- Enjoy preferential employee rates and discounts across eligible Hmlet properties across countries.
- Access wellbeing initiatives and employee benefits designed to support your physical and mental wellbeing.
- Work alongside talented colleagues from diverse backgrounds in an environment that values collaboration, initiative, and continuous improvement.
At Hmlet, great hospitality starts with people. If you enjoy creating memorable guest experiences while being part of a commercially driven and hands-on team, we would love to meet you.
