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