Guest Experience & Brand Communications Manager

KILLINEY 88 PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A hospitality brand in Singapore seeks a Guest Experience Manager to lead the guest journey, manage events, and oversee brand communications. The ideal candidate should have 3–5 years of experience in hospitality or events, strong leadership skills, and a warm, socially intelligent demeanor. This role involves shaping guest experiences and ensuring brand alignment through effective content creation and event execution.

Qualifications

• 3–5 years in hospitality, F&B, events, or brand communications.
• Strong leadership and coaching capabilities.
• Confident and warm hosting attitude.

Responsibilities

• Lead the entire guest journey across Restaurant, Bar, and public spaces.
• Manage small and mid-scale events ensuring smooth execution.
• Oversee all brand messaging touchpoints and ensure alignment.

Skills

Leadership

Event Management

Guest Experience

Content Direction

Social Intelligence

Job description

Role Purpose

You are Mama’s vibe architect - the person who shapes how guests feel, what they see, how they experience the space, and how they talk about us after they leave.

This role blends guest experience leadership, event ownership, hosting direction, and brand communications/content creation.

You will lead the entire guest journey, manage small and mid-scale events, drive reviews, and ensure every brand touchpoint reflects Mama’s cheeky, bold, inclusive personality.

Key Responsibilities

1. Guest Experience Leadership

• Own the full guest journey across Restaurant, Bar, and public spaces.
• Lead and coach Hosts/Guest Experience team to deliver Mama-style energy.
• Ensure reservations, greetings, flow, and service touchpoints are smooth and intentional.
• Drive Reviews using structured 3-point review touchpoints.
• Monitor guest feedback daily and work with Operations to close service gaps fast.
• Build a strong relationship with regulars and create “recognition moments.”

2. Event Ownership & On-Ground Activation

• Lead the execution of on-site events:
  • Birthday celebrations
  • Community events
  • Small PR gatherings
  • KOL/Influencer activations
  • Group dining and mini takeovers
• Coordinate with Sales/Reservations to ensure smooth event planning and communication.
• Manage event flow, guest hosting, and floor vibe during events.
• Ensure decorations, signage, setups, and celebration walls are on-brand.
• Capture content during events (guest reactions, ambience, hero moments).
• Provide post-event reviews and insights to Marcom & Ops.
• Support other signature celebration activations.

3. Brand Communications Oversight

• Oversee all on-ground brand messaging touchpoints
• Ensure all copy and visuals reflect Mama’s tone — cheeky, playful, surprising.
• Approve small-format content used across the property.
• Work with Marcom to align offline and online storytelling.

4. Content & Social Direction

• Lead planning and production of daily/weekly content: Reels, TikToks, stories.
• Direct short shoots with staff, guests (with consent), events, and happenings.
• Maintain a content pipeline that supports campaigns and weekly pushes.
• Give final checks on tone, vibe, and brand alignment before publishing.

5. Training & Team Culture Reinforcement

• Co-develop short training clips with F&B Lead for PT and FT staff.
• Roll out weekly reminders (greeting lines, upsell lines, hosting style).
• Train Hosts and Guest Experience Executives in brand behaviour.
• Lead service reinforcement sessions before major events or peak weekends.

6. Cross-Functional Leadership

• Work with PR, Events, KOL coordinators to deliver smooth on-ground coverage.
• Coordinate influencer visits and ensure the vibe matches campaign goals.
• Partner with Operations for ambience, music, celebration setups, and guest flow.
• Partner with Reservations to close review loops and manage high-demand nights.

Manager-Level Expectations

• Lead, guide, and grow the Guest Experience team.
• Deliver weekly reporting on guest sentiment, review growth, event success, and content performance.
• Anticipate issues and propose solutions early.
• Own floor presence during peak nights and big celebrations.
• Maintain high morale, high energy, and consistent Mama identity in your team.

Requirements

• 3–5 years in hospitality, F&B, events, lifestyle hotels, or brand comms.
• Strong leadership and coaching capability.
• Confident hosting attitude — warm, energetic, socially intelligent.
• Good camera presence and content direction skills.
• Skilled in handling guests, complaints, and fast-changing situations.
• Comfortable with nights, weekends, and event-heavy environments.