Guest Experience Lead & VIP Services

IHG Hotels & Resorts; Kuwait City; Presencial; KWD 11.000 - 20.000; Jornada completa

Descripción de la vacante

IHG Hotels & Resorts in Kuwait City is seeking a proactive Guest Experience Manager to oversee front office operations and guest relations. You will report to the Front Office Manager, inspect public areas, supervise reception and reservations staff, and ensure brand standards, VIP handling, and accurate invoicing support.

You will drive guest service excellence by logging feedback, encouraging reviews, upselling late check-outs, and coordinating with all departments to maximize occupancy and

Formación

• Responsibilities listed in the job ad.

Responsabilidades

• Reports to Front Office Manager on guest service and hotel operations.
• Inspect cleanliness of hotel vehicles daily.
• Ensure front entrance and public areas are clean at all times.
• Review activities/events and ensure proper preparation.
• Review VIP guest lists, arrival lists, and VIP room allocations.
• Perform at least 5 courtesy calls daily and log in Guest Relations logbook.
• Encourage guests to post reviews on TripAdvisor and Facebook.
• Inspect at least two rooms daily for cleanliness and condition.
• Upsell late check-out.
• Monitor staff hygiene and grooming standards.
• Train Front Office colleagues on hotel policies and procedures.
• Ensure city-ledger invoices are supported with back-up documentation (LPO).
• Ensure 100% compliance with brand standards for guest arrival experience.
• Log guest feedback in FO logbook before shift turnover.
• Monitor front office for prompt, cordial attention and personal recognition.
• Supervise Front Office to maximize occupancy and RevPAR.
• Provide support to all departments.
• React to situations to ensure guest recognition.
• Supervise Reception and Reservations staff.
• Support Front Office during peak periods.
• Ensure VIPs receive special attention.
• Inspect front and back of house for cleanliness.
• Monitor conduct, uniform, hygiene, and appearance.
• Contribute input to Front Office meetings.
• Promote inter-hotel sales and in-house facilities.
• Check billing instructions and monitor guest credit.
• Analyze discounts and rebates.
• Analyze rate variance to control rooms revenue.
• Act with PMS in emergencies.
• Ensure frontline staff follow FIT Marketing techniques.

Descripción del empleo

IHG Hotels & Resorts in Kuwait City is seeking a proactive Guest Experience Manager to oversee front office operations and guest relations. You will report to the Front Office Manager, inspect public areas, supervise reception and reservations staff, and ensure brand standards, VIP handling, and accurate invoicing support.

You will drive guest service excellence by logging feedback, encouraging reviews, upselling late check-outs, and coordinating with all departments to maximize occupancy and