Job Description
The Senior lyf Guard is responsible for assisting the lyf Champion in managing the team of lyf Guards, in addition to performing the role of a lyf Guard. He/she is a multi-faceted community leader, who revels in creating an inclusive and collaborative community at lyf.
(A Senior lyf Guard can be referenced to Assistant Guest Services Manager roles at current Ascott Properties, and Assistant Community Manager roles at co-working and co-living companies).
Major duties & responsibilities:
1) Take care of all residents from arrival until departure without imposing themselves on the residents by:
a) Assisting lyf residents with their check-in (via mobile app or kiosk)
b) Encouraging members to download the DiscoverASR app to explore and interact with the lyf community
c) Explore the various functions of the app with residents
i) Mobile key, how to message lyf Guards, make ancillary purchases (if available)
d) Handling guest queries
e) Facilitating communication and requests
f) Handling resident queries pertaining to facilities, services, registration and information regarding shopping, banking, dining, entertainment, local events, etc.
g) Dealing with complaints from residents and ensuring that residents are appeased
h) Conducting tours for lyf residents and potential residents, as well as business partners.
i) Handling resident related correspondences
2) Ensure operational efficiency by:
a) Monitoring record of room availability using the hotel's property management system (PMS)
b) Ensuring that processes carried out by the lyf Guard team adheres to corporate guidelines
c) Performing book-keeping activities whenever necessary
d) Assisting the housekeeping department with regular rounds to ensure the cleanliness of the property – especially the social spaces
e) Handling walk-ins, emails, and phone enquiries.
f) Executing light housekeeping/engineering duties and liaising with relevant outsourced contractors
g) Ensuring that there is sufficient stationery and marketing collaterals
h) Reviewing activities in the lyf Guard team, improving the department, and enhancing efficiency.
i) Ensuring all resident refunds through credit cards are submitted to Finance on a timely basis.
3) Create an inclusive and collaborative community by:
a) Noticing guest preferences and managing their profiles
b) Assisting the Ambassador of Buzz (partnerships and events manager) in curating an event calendar for in-house guests and executing community initiatives Curate and plan calendar of events for residents
c) Solving resident related issues to ensure a cohesive community and to manage resident expectations
d) Proactively interacting with residents and providing constructive recommendations to enhance their stay experience
