Job Description

About the Role

BMG treats guest experience as both a service and a revenue function. The Guest Experience & Business Development Manager will build relationships, community programmes, local partnerships and customer pipelines that generate hotel stays, restaurant diners, groups, events, repeat customers and referrals.

This is not primarily a complaint-handling or front-office role.

Key Responsibilities

Develop relationships with nearby companies, networking groups, local organisations, attractions, communities and complementary businesses.
Generate new hotel, F&B, group, corporate and event business.
Engage hotel and restaurant guests and convert appropriate interactions into permission-based CRM relationships.
Maintain a structured CRM and segment customers by behaviour, relationship, commercial potential and future needs.
Use approved AI tools to personalise follow-ups, proposals, local recommendations and customer journeys.
Develop neighbourhood partnerships and placemaking programmes.
Design community programmes and BMG social activities.
Work with operations and digital resources to create campaigns, offers, events and experiences.
Measure which partnerships and programmes generate bookings, diners, referrals and attributable revenue.
Analyse repeat visits, conversion, customer behaviour and pipeline progress.
Feed customer intelligence into management, pricing, programming and service decisions.

CCP Growth Skills

Consumer Intelligence Analysis
Placemaking for Hospitality
Service Innovation
Digital Marketing

Structured Career Conversion

The selected employee may undergo up to 24 weeks of OJT to develop hospitality-specific customer intelligence, CRM, placemaking, business development, AI-enabled relationship management and service-innovation capabilities.

Suitable Background

Potential backgrounds include community development, events, customer success, corporate relations, sales, marketing, account management, tourism, retail, service industries and partnership development. Candidates do not need to come from a traditional hotel Guest Relations department.