Guest Experience Manager

1 week ago

Singapore GENTLE GIANT VENTURES PTE. LTD. Full time
About the Space
Located in the heart of Singapore's Central Business District, this modern dining and social concept blends elevated local flavours with contemporary presentation, offering both comfort and creativity across its food and beverage program.
The space is intimate yet energetic, featuring a central bar, cozy booths, and a private dining room. By day, it serves as a relaxed café-style venue with specialty coffee and refined lunch sets. By night, it transitions into a vibrant destination for curated cocktails, premium wines, and elevated sharing plates, complemented by live bands and DJs from Wednesday to Saturday.
This is more than just a restaurant or bar. It is a space for meaningful connection, expressive hospitality, and thoughtful indulgence, where guests are welcomed not just to dine, but to feel seen, heard, and remembered.
About the Role
We are looking for 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.
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.
Ex-cabin crew with strong people skills and wine knowledge are encouraged to apply.
Key Responsibilities
Guest Relations & Personalisation
  • Host guests with warmth and professionalism, ensuring every visit feels personalised
  • Maintain and update guest profiles, track preferences, and ensure special occasions are acknowledged
  • Coordinate VIP handling, private bookings, and table-side service enhancements

Wine Engagement
  • Confidently guide guests through the wine list and provide pairing recommendations
  • Collaborate with the wine and bar team on tastings, pairings, and wine-focused events
  • Support service team training on guest-facing wine knowledge

CRM & Membership Management
  • Manage the venue's CRM platform, ensuring guest and member profiles are kept up to date
  • Coordinate new member onboarding and engagement initiatives
  • Work with marketing to support loyalty, referral, and retention efforts

Experience Development
  • Propose improvements to the guest journey and in-venue experience
  • Create thoughtful guest moments, from welcome to farewell
  • Collect and review guest feedback to drive service innovation

Requirements
  • 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)
  • Flexible to work evenings, weekends, and during high-volume periods

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