Guest Experience Manager
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