Guest Experience & Business Development Manager (CCP PMET)

bmg hospitality pte. ltd.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

BMG hospitality pte. ltd. in Singapore seeks a Guest Experience & Business Development Manager to build relationships, community programmes, local partnerships and customer pipelines that generate hotel stays, restaurant diners, groups, events, repeat customers and referrals.

This is not primarily a complaint-handling or front-office role. The role focuses on developing neighbourhood partnerships, placemaking, campaigns and experiences, and measuring their impact on bookings and revenue.

Qualifications

• Experience in hospitality or customer-facing roles with focus on relationship building.
• Ability to develop community programmes and partnerships.
• Knowledge of CRM concepts and customer lifecycle.
• Familiarity with digital marketing and service innovation.

Responsibilities

• Develop relationships with nearby companies, networking groups, local organisations, attractions, communities and complementary businesses.
• Generate new hotel, F&B, group, corporate and event business.
• Engage hotel and restaurant guests and convert appropriate interactions into permission-based CRM relationships.
• Maintain a structured CRM and segment customers by behaviour, relationship, commercial potential and future needs.
• Use approved AI tools to personalise follow-ups, proposals, local recommendations and customer journeys.
• Develop neighbourhood partnerships and placemaking programmes.
• Design community programmes and BMG social activities.
• Work with operations and digital resources to create campaigns, offers, events and experiences.
• Measure which partnerships and programmes generate bookings, diners, referrals and attributable revenue.
• Analyse repeat visits, conversion, customer behaviour and pipeline progress.
• Feed customer intelligence into management, pricing, programming and service decisions.

Skills

Consumer Intelligence Analysis

Placemaking for Hospitality

Service Innovation

Digital Marketing

Job description

About the Role

BMG treats guest experience as both a service and a revenue function. The Guest Experience & Business Development Manager will build relationships, community programmes, local partnerships and customer pipelines that generate hotel stays, restaurant diners, groups, events, repeat customers and referrals.

This is not primarily a complaint-handling or front-office role.

Key Responsibilities

• Develop relationships with nearby companies, networking groups, local organisations, attractions, communities and complementary businesses.

• Generate new hotel, F&B, group, corporate and event business.

• Engage hotel and restaurant guests and convert appropriate interactions into permission-based CRM relationships.

• Maintain a structured CRM and segment customers by behaviour, relationship, commercial potential and future needs.

• Use approved AI tools to personalise follow-ups, proposals, local recommendations and customer journeys.

• Develop neighbourhood partnerships and placemaking programmes.

• Design community programmes and BMG social activities.

• Work with operations and digital resources to create campaigns, offers, events and experiences.

• Measure which partnerships and programmes generate bookings, diners, referrals and attributable revenue.

• Analyse repeat visits, conversion, customer behaviour and pipeline progress.

• Feed customer intelligence into management, pricing, programming and service decisions.

CCP Growth Skills

• Consumer Intelligence Analysis

• Placemaking for Hospitality

• Service Innovation

• Digital Marketing

Structured Career Conversion

The selected employee may undergo up to 24 weeks of OJT to develop hospitality-specific customer intelligence, CRM, placemaking, business development, AI-enabled relationship management and service-innovation capabilities.

Suitable Background

Potential backgrounds include community development, events, customer success, corporate relations, sales, marketing, account management, tourism, retail, service industries and partnership development. Candidates do not need to come from a traditional hotel Guest Relations department.