Guest Intelligence & Front Office Lead

bmg hospitality pte. ltd.; Singapore; On-site; SGD 65,000 - 90,000; Full time

Job summary

BMG Hospitality in Singapore is redesigning the front-office role into a PMET Assistant Manager-equivalent position that blends guest service with data analytics, CRM and AI-enabled workflows. The role focuses on leading people, coordinating a team, and driving guest intelligence and personalised revenue opportunities while supporting digital guest journeys.

Candidates may come from various backgrounds, with leadership experience, and will train to use Cloudbeds, CRM systems and AI tools to

Qualifications

• Leadership experience in service or shift operations.
• Experience coordinating a team and driving service outcomes.
• Exposure to CRM and analytics to improve guest journeys.

Responsibilities

• Enhance guest journey from pre-arrival to post-stay engagement.
• Build guest profiles using CRM tools.
• Analyze guest preferences, bookings, feedback, and service patterns.
• Identify personalised recommendations, upsell opportunities and cross-sell potential.
• Lead the 8:00 p.m. Social Club when rostered on B Shift and host events.
• Prepare guest communications using AI workflows and review for accuracy.

Skills

People leadership

Team coordination

Guest service

CRM analytics

AI-enabled workflows

Data analytics

Tools

Cloudbeds

CRM software

ChatGPT

Claude

Job description

BMG Hospitality in Singapore is redesigning the front-office role into a PMET Assistant Manager-equivalent position that blends guest service with data analytics, CRM and AI-enabled workflows. The role focuses on leading people, coordinating a team, and driving guest intelligence and personalised revenue opportunities while supporting digital guest journeys.

Candidates may come from various backgrounds, with leadership experience, and will train to use Cloudbeds, CRM systems and AI tools to