Guest Experience Manager

BMG HOSPITALITY PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

BMG HOSPITALITY PTE. LTD. seeks a Guest Experience Manager to design and maintain the guest journey across Capsule Social Modern and Gabriel Restaurant. You will lead service standards, engage with international guests, and drive continuous improvement on site.

This role is hands-on on the floor, coordinating with hotel operations, front desk, housekeeping, restaurant and marketing to ensure a memorable experience. You will analyze reviews and implement data-driven improvements.

Qualifications

• Experience in hospitality or premium customer service.
• Supervisory or management experience preferred.
• Strong communication and interpersonal skills.
• Comfortable speaking with international guests.
• Strong problem-solving ability.
• Comfortable using ChatGPT and learning AI-assisted workflows.

Responsibilities

• Manage the end-to-end guest experience from pre-arrival through check-in, stay, dining, social activities, check-out and post-stay engagement.
• Establish service standards and Guest Experience SOPs.
• Personally engage with guests on-site and monitor service delivery.
• Handle escalated complaints and service-recovery situations.
• Analyse guest reviews from multiple channels and identify trends.
• Identify recurring service issues and recommend corrective actions.
• Work closely with Hotel Operations, Front Desk, Housekeeping, Restaurant and Marketing.
• Develop guest engagement programmes and community-building initiatives.
• Support evening social programmes and other guest-experience concepts.
• Monitor guest satisfaction, review scores and service KPIs.
• Coach front-line employees on communication and service recovery.
• Prepare weekly and monthly Guest Experience reports.
• Use AI tools to categorise reviews, identify trends, prepare responses and recommend improvements.
• Maintain a human review of all AI-generated guest communications.

Skills

Guest experience management

Leadership

Communication skills

Interpersonal skills

Problem solving

AI workflows

Tools

ChatGPT

AI tools

Job description

Role purpose

The Guest Experience Manager is responsible for developing and maintaining the overall BMG guest journey, ensuring that guests receive a consistent, welcoming and memorable experience across Capsule Social Modern and Gabriel Restaurant.

This is not simply a customer-service position. It is a management role responsible for service standards, guest engagement, problem resolution, experience design and continuous improvement.

Key responsibilities

• Manage the end-to-end guest experience from pre-arrival through check-in, stay, dining, social activities, check-out and post-stay engagement.
• Establish service standards and Guest Experience SOPs.
• Personally engage with guests on-site and monitor service delivery.
• Handle escalated complaints and service-recovery situations.
• Analyse guest reviews from Google, Booking.com, Agoda, TripAdvisor, social media and other channels.
• Identify recurring service issues and recommend corrective actions.
• Work closely with Hotel Operations, Front Desk, Housekeeping, Restaurant and Marketing.
• Develop guest engagement programmes, social activities and community-building initiatives.
• Support BMG's evening social programmes and other guest-experience concepts.
• Monitor guest satisfaction, review scores and service KPIs.
• Coach front-line employees on communication, service recovery and guest interaction.
• Prepare weekly and monthly Guest Experience reports.
• Use AI tools to categorise reviews, identify trends, prepare responses and recommend improvements.
• Maintain a human review of all AI-generated guest communication before sensitive or important responses are issued.

Candidate profile

• Hospitality, hotel, restaurant, airline, tourism or premium customer-service experience.
• Previous supervisory or management experience preferred.
• Strong communication and interpersonal skills.
• Comfortable speaking with international guests.
• Strong problem-solving ability.
• Comfortable using ChatGPT and learning AI-assisted workflows.
• Able to interpret guest data rather than relying purely on intuition.
• Hands-on and comfortable spending significant time on the floor