SENIOR EXECUTIVE, RESIDENT ENGAGEMENT
Summary
Oversees dormitory operations, resident engagement, guest services, and administrative tasks across multiple properties, requiring adaptability and stakeholder management.
The Role
Every member of our team is expected to juggle multiple responsibilities across our properties — we're looking for someone agile who can adapt quickly in a fast-paced, constantly changing environment. This role rotates across our properties, covering resident and guest-facing duties as well as administrative and business development work.
The ideal candidate is comfortable leading and liaising directly with a range of stakeholders, equally at ease building rapport with residents and guests as they are putting together a polished presentation or business proposal.
Key Responsibilities
This role covers the following areas, as well as any other duties deemed necessary by management:
Dormitory Operations
Conduct regular rounds and checks of resident rooms and common areas to ensure compliance with house rules, cleanliness, and safety standards.
Enforce dormitory rules and follow up on breaches, escalating and documenting cases in line with SOPs.
Handle resident queries, requests, and minor disputes; escalate welfare or disciplinary concerns as needed.
Liaise with dormitory management on operational matters, headcounts, and reporting.
Coordinate move-in/move-out processes, room inspections, and handovers.
Resident Care & Engagement
Build genuine rapport with residents and serve as a familiar, approachable point of contact for their day-to-day needs.
Plan and organize engagement activities or touchpoints that support resident wellbeing and a sense of community.
Proactively surface and follow up on resident feedback and concerns with the relevant stakeholders.
Guest Services
Manage guest check-in/check-out, bookings, and on-site enquiries at our chalet property.
Handle guest feedback and complaints professionally, resolving issues or escalating where necessary.
Coordinate housekeeping, maintenance, and vendor schedules to keep the property guest-ready.
Support occasional coverage at our other property during peak periods or staff leave.
Admin & Business Development
Handle day-to-day administrative work: correspondence, filing, data entry, and record-keeping across properties.
Prepare basic reports, invoices, and documentation for management and clients.
Prepare and deliver polished presentations and proposals to support business development efforts.
Assist the business development team with client liaison, site visit coordination, and lead follow-ups.
Help maintain and improve SOPs based on on-the-ground operational experience.
Requirements
Minimum 1–2 years' experience in property/facilities operations, hospitality, front desk, or dormitory/hostel management preferred.
Minimum Diploma preferred.
Comfortable with enforcement duties and having sometimes-difficult conversations with residents.
Strong customer service orientation and a calm, professional manner with guests and residents alike.
Comfortable leading and liaising directly with a variety of stakeholders, internal and external.
Confident with presentations and proficient in PowerPoint and other Microsoft apps.
Comfortable using AI tools to support daily work and improve efficiency.
Organized, detail-oriented, and able to multi-task across different properties and priorities.
Agile and adaptable, with the ability to thrive in a fast-paced, quickly changing environment.
Willing to work rotating shifts, including some weekends/public holidays, with travel between properties and the office.
Singaporean/PR preferred.