Customer Journey Manager

2 weeks ago

Singapore beBeeHospitality Full time $60,000 - $75,000

We are seeking a Guest Experience Manager to elevate the end-to-end guest journey. This role is focused on hospitality excellence, wine engagement, and building meaningful relationships through CRM and membership touchpoints.

About the Job

You will play a key role in shaping how guests feel from reservation to return visit, working closely with the operations, service, and marketing teams to deliver consistent and memorable experiences that build loyalty and emotional connection.

This requires hosting guests with warmth and professionalism, maintaining and updating guest profiles, tracking preferences, and ensuring special occasions are acknowledged.

You will also be responsible for coordinating VIP handling, private bookings, and table-side service enhancements, guiding guests through the wine list, collaborating with the wine and bar team on tastings, pairings, and wine-focused events, and supporting service team training on guest-facing wine knowledge.

Key Responsibilities
  • Guest Experience Management: Host guests with warmth and professionalism, ensuring every visit feels personalised.
  • Guest Profile Management: Maintain and update guest profiles, track preferences, and ensure special occasions are acknowledged.
  • VIP Handling: Coordinate VIP handling, private bookings, and table-side service enhancements.
  • Wine Engagement: Confidently guide guests through the wine list and provide pairing recommendations.
  • Wine Training: Collaborate with the wine and bar team on tastings, pairings, and wine-focused events.
  • Service Team Support: Support service team training on guest-facing wine knowledge.
  • Clinical Management: Manage the venue's CRM platform, ensuring guest and member profiles are kept up to date.
  • New Member Onboarding: Coordinate new member onboarding and engagement initiatives.
  • Loyalty Program: Work with marketing to support loyalty, referral, and retention efforts.
  • Quality Assurance: Propose improvements to the guest journey and in-venue experience.
  • Guest Feedback: Collect and review guest feedback to drive service innovation.

Requirements

  • A minimum of 2-3 years experience in guest relations, CRM, or service excellence in a premium hospitality setting.
  • Strong wine knowledge and enthusiasm (WSET Level 2 or equivalent preferred).
  • Excellent interpersonal skills, emotional intelligence, and a guest-first mindset.
  • Highly organised and detail-oriented, with good tech literacy (CRM, reservations systems).
  • Flexibility to work evenings, weekends, and during high-volume periods.
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