Guest Experience Manager

About the job

Housing is hard. One size rarely fits all, and it's a hell of a process. As the largest flexible housing company globally, Habyt’s mission is to provide access to housing anywhere, for everyone. Our drive is to create solutions with a digital-first approach, making every move easy, and every house a home. If you are passionate about real estate and would like to join a dynamic, talented, and diverse team of professionals from all around the world — you are in the right place!

As the Guest Experience Manager, you will lead the guest-facing operations across Owen House and Cantonment Clusters, ensuring a consistently high standard of service, strong operational discipline, and memorable guest experiences. You will manage and develop the Guest Experience team, oversee reservations and daily operations, drive conversion and revenue outcomes, and act as a key partner to the Flex Management team in optimising workflows, service recovery, and team performance. This role blends hands‑on hospitality leadership with operational excellence, commercial awareness, and a strong people‑first mindset.

Your responsibilities will include:

• Lead Guest Experience and Front Office operations across hospitality properties, ensuring consistent service, safety, and operational excellence
• Manage daily operations including check‑in, check‑out, shift handovers, and end‑to‑end guest journeys
• Lead, coach, and develop the Guest Experience team to deliver service aligned with Habyt’s brand standards
• Oversee reservations, room allocation, and OTA/direct enquiries to optimise occupancy, ADR, and conversion performance
• Own guest satisfaction outcomes including reviews, feedback, and service recovery
• Partner with Marketing on online reputation and guest communications
• Prepare and manage duty rosters to ensure efficient manpower planning and cost control
• Ensure data accuracy and operational integrity across PMS (MEWS) and related systems
• Support revenue, billing, and payment processes in collaboration with Finance and Revenue teams
• Manage vendor coordination, inventory, and guest amenities to support smooth operations
• Ensure compliance with SOPs, brand standards, and health and safety requirements
• Drive continuous improvement initiatives to enhance efficiency, profitability, and guest experience
• Act as a Habyt brand ambassador, delivering warm, professional, and consistent guest engagement

The skills, attitude, and experience we require are:

• Minimum 3 years of relevant experience in hospitality, guest experience, or front office roles, with a strong focus on service excellence and operational execution
• Strong leadership skills with the ability to coach, motivate, and develop teams
• Excellent communication and interpersonal skills
• High ownership mindset with strong attention to detail
• Ability to handle guest complaints calmly and turn challenges into positive experiences
• Commercial awareness with experience in reservations, conversion, and revenue optimisation
• Comfortable working in a fast‑paced, multi‑property environment
• Strong organisational and planning skills, including roster and inventory management
• Familiarity with PMS systems and operational reporting
• Flexibility is expected to support shift coverage as needed to keep operations running smoothly.

Properties that you will be taking care of:

• Owen House Cluster: Owen House, Clarke Quay and Kallang
• Cantonment Cluster: Cantonment, Novena, Kada and Chinatown.

What we offer

• Welcome Package: Start your journey with us fully equipped -Habyt swag and all the tech you need from day one.
• Team Events: Connect and have fun with your colleagues at our regular, lively company events.
• Career Growth: From performance development plans to feedback sessions and competency matrices, we're here to help you grow and develop your skills even further.
• Mental Health: Enjoy free access to the Calm App, plus subsidised membership for ClassPass.
• Employee Discount: Unlock 25% off when staying at a Habyt Flex property, and enjoy exclusive rates for our coliving homes.
• Have an impact: Join a fast-growing company and be part of a diverse, international, and talented team. Together we are revolutionising the housing market!