Guest Experience & Service Design Lead

BMG Hospitality; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

BMG Hospitality Pte. Ltd. seeks a Guest Experience Manager to lead the end-to-end guest journey across Capsule Social Modern and Gabriel Restaurant, ensuring a consistent, welcoming and memorable experience.

This is a hands-on management role focusing on service standards, guest engagement, problem resolution, experience design and continuous improvement, with a strong emphasis on using AI tools while maintaining human review of communications.

Qualifications

• 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.

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.

Skills

Hospitality experience

Supervisory/management experience

Communication skills

Interpersonal skills

International guest communication

Problem-solving

Data interpretation

Hands-on on-floor presence

Tools

ChatGPT

Job description

BMG Hospitality Pte. Ltd. seeks a Guest Experience Manager to lead the end-to-end guest journey across Capsule Social Modern and Gabriel Restaurant, ensuring a consistent, welcoming and memorable experience.

This is a hands-on management role focusing on service standards, guest engagement, problem resolution, experience design and continuous improvement, with a strong emphasis on using AI tools while maintaining human review of communications.