Guest Experience Agent

Kimpton; Kuwait; On-site; KWD 6,000 - 9,000; Full time

Job summary

Kimpton Kuwait seeks a guest services specialist to ensure a warm welcome and seamless experience for VIP guests from arrival through departure. Coordinate pre-arrival requests and room preferences in collaboration with Housekeeping, Concierge and other departments.

The role focuses on maintaining guest profiles, assisting with check-ins/outs, handling inquiries diplomatically, and ensuring satisfaction across front office operations while upholding Kimpton's service standards.

Responsibilities

• Greet guests warmly and professionally, ensuring a polished first impression.
• Provide seamless service for VIP and special guests from arrival to departure.
• Coordinate pre-arrival requests including room preferences and amenities with relevant departments.
• Maintain up-to-date guest profiles for future stays and loyalty programs.
• Assist with efficient and courteous check-ins and check-outs.
• Address guest inquiries and requests promptly and diplomatically.
• Liaise with Housekeeping, Concierge, Room Service and Security to ensure satisfaction.
• Conduct room inspections for VIP arrivals and ensure readiness.
• Anticipate guest needs and add thoughtful touches to enhance the experience.
• Support Front Office with administrative tasks, reporting and daily operations.
• Uphold Kimpton's service standards and brand values at all times.

Job description

• Greet and welcome guests with warmth, professionalism, and genuine hospitality.
• Ensure VIP and special guests receive a seamless, personalized experience from arrival to departure.
• Coordinate pre-arrival arrangements including room preferences, special requests, and amenities in collaboration with relevant departments.
• Maintain updated guest profiles and preferences in the property management system for future reference and loyalty building.
• Assist with check-ins and check-outs, ensuring all processes are handled efficiently and courteously.
• Handle guest inquiries, concerns, and requests promptly, diplomatically, and effectively.
• Liaise with departments such as Housekeeping, Concierge, Room Service, and Security to ensure guest satisfaction.
• Conduct guest room inspections for VIP arrivals to ensure readiness and attention to detail.
• Anticipate guest needs and proactively provide thoughtful touches that enhance the guest experience.
• Support the Front Office team in administrative tasks, reporting, and daily operations as needed.
• Uphold and represent the hotel's service standards and brand values at all times.