Hospitality jobs

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

BMG Hospitality Pte. Ltd. is a Singapore-based hospitality and lifestyle company building a technology-enabled ecosystem across accommodation, food & beverage, talent, education, community, digital marketing and media.

Our core hospitality concept, Capsule Modern, focuses on modern, well-designed and affordable accommodation for the next generation of travellers. We aim to combine efficient hotel operations, strong guest experiences, social interaction and technology to create a scalable hospitality platform. Our target guests include independent travellers, digital natives and younger international visitors seeking convenient locations, quality facilities, value and community experiences.

Alongside our hotels, BMG Hospitality is developing Gabriel Restaurants to support both hotel guests and external customers. The restaurant platform is designed to complement hotel operations through breakfast services, food and beverage offerings and social experiences while developing its own standalone revenue streams.

BMG operates with an asset-light approach, focusing primarily on leasing and converting suitable properties rather than purchasing real estate. Standardised operating procedures, technology, centralised management and disciplined project execution are intended to allow new properties to be developed and launched efficiently.

Technology and artificial intelligence form an important part of BMG's operating philosophy. We are building a cloud-based management environment covering hotel operations, revenue management, reservations, customer relationship management, finance, HR, recruitment, project management, marketing, social media, reporting and management dashboards. Our managers are expected to use AI as a practical working tool to improve productivity, decision-making, communication and reporting.

Beyond hotels and restaurants, BMG is developing an ecosystem that includes talent recruitment and development, BMG Academy, affiliate marketing, community programmes and digital media. These businesses are intended to support the hospitality platform by developing employees, creating additional distribution channels, building customer communities and creating new sources of revenue.

BMG's organisational culture is built around entrepreneurship, accountability, continuous learning and measurable performance. We believe technology should empower employees rather than replace the human relationships that remain fundamental to hospitality. Team members are encouraged to understand the commercial impact of their roles, develop leadership capabilities and continuously improve the systems they manage.

The company is currently focused on establishing and scaling its Singapore operations, with longer-term opportunities across selected Asian markets. As BMG grows, we are building a management team capable of creating repeatable operating systems that can support multiple hotels, restaurants and related businesses across different locations.

Our objective is to build more than a collection of hotels. We aim to develop an integrated hospitality ecosystem where accommodation, food, technology, talent, education, community and digital distribution work together to create stronger customer experiences, operational efficiency and sustainable long-term growth.