Guest Experience Manager - CP

IHG Hotels & Resorts; Kuwait City; On-site; KWD 11,000 - 20,000; Full time

Job summary

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

Qualifications

• Responsibilities listed in the job ad.

Responsibilities

• 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.

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.