Guest Experience Associate

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 assist with check-in, check-out, reservations, and general enquiries.

• Keep our hotel lounge running smoothly and respond to guest requests and concerns promptly to ensure a pleasant stay.

• Manage room assignments, reservations, and availability using the Property Management System (PMS).

• Identify opportunities to upsell rooms, extend stays, and promote additional services.

• Coordinate with housekeeping and other teams to resolve guest issues and ensure smooth operations.

• Help with guest billing and resolve any issues.

• Support pre-arrival arrangements and special requests for guests.

• Follow established Standard Operating Procedures (SOPs) and service standards.

• Support team members with daily tasks to ensure smooth hotel operations.

Ideal Candidate

• Prior experience in hospitality or customer service is preferred, but fresh graduates are welcome to apply.

• Good command of English for effective communication.

• Willing to work rotating shifts from Monday to Sunday.

• Resourceful, proactive, and a good team player.

• Eager to learn new skills and take on additional responsibilities.

• Flexible and willing to support tasks beyond assigned duties to ensure smooth daily operations.

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.