Guest Experience Manager - CP

IHG Hotels & Resorts; Kuwait; Remote; KWD 12,000 - 18,000; Full time

Job summary

IHG Hotels & Resorts in Kuwait seeks a Guest Experience Manager to drive guest service excellence. You will report to the Front Office Manager and oversee front desk operations, VIP arrivals, vehicle cleanliness, and public-area standards to ensure a consistently high guest experience.

You will train Front Office staff, optimize revenue through upselling, monitor guest feedback, and coordinate across departments to uphold brand standards and seamless guest journeys.

Responsibilities

• Reports to Front Office Manager on guest service and hotel operations.
• Inspects hotel vehicles daily for cleanliness and readiness.
• Ensures entrance and public areas are kept clean at all times.
• Reviews VIP in-house guest lists, arrival lists and VIP room allocations.
• Performs courtesy calls and logs them in the guest relations logbook.
• Encourages guests to post reviews on Trip-Advisor and Facebook.
• Inspects rooms daily for cleanliness, settings, and condition.
• Upsells late check-out and monitors staff hygiene and grooming standards.
• Trains Front Office colleagues on hotel policies and credit authorization.
• Ensures city-ledger invoices have proper back-up and 100% brand standard compliance.
• Monitors guest feedback and ensures personalized greeting and recognition.
• Supervises Reception and Reservations staff and supports all departments at peak times.
• Ensures VIPs and priority club guests receive special attention.
• Checks billing instructions and reviews discounts and rate variance reports.
• Takes action with the PMS during emergencies and maximizes sales through FIT marketing.

Job description

• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
• Guest Experience Manager to inspect the condition and cleanliness of hotel vehicles on daily bases
• Assure that Hotel entrance and Public Area are to be kept clean at all times
• Guest Experience Manager personally review the activities and events of the hotel and assure proper preparation at all times
• Guest Experience Manager to personally review VIP in house guests list and arrival list and VIP Rooms allocations
• Perform a minimum of 5 courtesy calls per day and log it in Guest Relations logbook
• Encourage guest to post their reviews on Trip-Advisor and Facebook
• Inspect a minimum of two rooms per day covering all aspects related to cleanliness, settings, room condition, maintenance, as per hotel standards
• Upsell late Check-Out
• Check on daily bases on staff Hygiene and assure all staff are compliant with grooming and Hygiene standards
• Train colleagues on regular bases and assure that all Front Office colleagues are well trained and implementing the Hotel / Front Office policies and procedures particular the Credit Authorization Policy
• Guest Experience Manager to carry total responsibility to ensure all city-ledger invoice are supported with correct back-up document LPO (letter Purchase Order)
• Guest Experience Manager ensures 100% compliance of brand standards for Guest arrival experience such as greeting and calling guest by name
• Guest Experience Manager must assure that all guest feedback is logged in the FO logbook prior to leaving duty / shift turnover with proper communication in place
• Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition
• Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
• Provides functional assistance and direction to all departments.
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
• Supervises and directs Reception and Reservations personnel.
• Supports and assists Front Office personnel and all departments at peak periods.
• Ensures VIPs and priority club guests receive special attention
• Inspects front of house and back of house regularly for cleanliness.
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Provides input for Front Office meetings.
• Promotes inter-hotel sales and in-house facilities.
• Checks billing instructions and monitors guest credit
• Analyses and approves discounts and rebates.
• Analyses the rate variance report to ensure rooms revenue control
• Takes action with the Property Management Systems (PMS) in emergency situation.
• Ensures front line staffs comply with FIT Marketing techniques and maximize sales.