Front Office & Guest Intelligence Assistant Manager

About the Role

This is not a conventional front-desk role focused mainly on check-in and check-out. BMG Hospitality is redesigning the front-office function into a PMET Assistant Manager-equivalent role combining guest service with guest intelligence, CRM, AI-assisted communication, data analytics, personalised revenue opportunities and digital guest-journey improvement.

Candidates may be new to hotels and front-office operations, but should normally have prior experience leading people, coordinating a team, acting as a supervisor or team lead, or taking responsibility for service or shift outcomes. The CCP pathway is intended to convert that existing leadership foundation into hospitality-specific Assistant Manager capability through structured OJT, digital systems, guest intelligence, CRM and AI-enabled workflows.

For B-shift officers, the redesigned role also includes leading BMG's 8:00 p.m. Social Club as a structured guest-engagement, community-building and customer-intelligence activity rather than a standalone entertainment duty.

More than half of the role will progressively focus on digital, analytical and customer-intelligence responsibilities.

Key Responsibilities

Operate and improve the guest journey from pre-arrival and check-in through the stay, Gabriel Restaurant, BMG community activities, checkout and post-stay engagement.

Use Cloudbeds and BMG-developed CRM tools to build meaningful guest profiles.

Analyse guest preferences, booking behaviour, requests, feedback and service patterns.

Identify personalised recommendations, ancillary sales and cross-selling opportunities.

Use approved ChatGPT, Claude and BMG AI workflows to prepare multilingual guest communications, recommendations and upselling messages.

Review and validate AI-generated communications before guest use.

Track hotel-to-Gabriel conversion, ancillary revenue, repeat behaviour and participation in BMG community programmes.

Support customer segmentation and CRM analysis.

Test new digital guest workflows and provide structured user feedback to BMG's Hospitality AI Systems & Capability Manager.

Produce guest-intelligence and service-performance reports.

Lead the 8:00 p.m. BMG Social Club when rostered on B Shift, acting as host and facilitator at designated Capsule Social Modern locations.

Use the Social Club as a structured guest-engagement and customer-intelligence touchpoint: introduce guests, encourage inclusive participation, capture preferences and feedback, and identify relevant restaurant, ancillary, repeat-stay and referral opportunities.

Record attendance, engagement observations and permission-based follow-up opportunities in the CRM, and provide a concise handover/report on participation, guest sentiment, service issues and commercial conversions.

Coordinate with the Hotel Manager and Guest Experience & Business Development Manager so Social Club hosting does not compromise reception coverage, guest safety or service standards.

Continue essential reception and guest-service responsibilities when operationally required.

CCP Growth Skills

Consumer Intelligence Analysis

Data Analytics

Technology Adoption and Innovation

User Experience Design

Structured Career Conversion

The successful applicant will be trained to progress from conventional customer/frontline experience into a data-enabled hospitality role capable of independently using guest data, CRM and AI-enabled systems to improve service, revenue and the guest journey. Training may include Cloudbeds, CRM, guest segmentation, AI-assisted communication, analytics, digital workflow testing and responsible AI use.

Suitable Background

We welcome candidates from customer service, retail, aviation, tourism, administration, community service, sales, service operations or other transferable backgrounds. Direct hotel or front-office experience is not essential. Candidates should, however, normally demonstrate prior people-leadership, supervisory, team-lead, shift-lead, project-coordination or comparable responsibility that supports appointment at Assistant Manager-equivalent level.

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.