Guest Experience Manager - CP at Crowne Plaza Hotel

Crowne Plaza Hotel; Kuwait City; On-site; KWD 6,000 - 10,000; Full time

Job summary

Crowne Plaza Hotel Kuwait City in Kuwait City is seeking a dedicated Guest Experience Manager to lead guest relations and hotel operations. This on-site role reports to the Front Office Manager and focuses on maintaining service standards and guest satisfaction.

You will inspect vehicle cleanliness, oversee VIP handling, and train Front Office staff while ensuring brand standards. The role emphasizes guest engagement and timely problem resolution.

Qualifications

• Experience in hospitality and guest relations is required.
• Strong communication and leadership abilities.
• Ability to train Front Office staff and ensure policy adherence.

Responsibilities

• Inspect the condition and cleanliness of hotel vehicles daily.
• Ensure hotel entrance and public areas are kept clean at all times.
• Review VIP in-house guests, arrival lists, and VIP room allocations.
• Perform daily courtesy calls and log them in the guest relations logbook.
• Encourage guests to post reviews on Trip-Advisor and Facebook.
• Inspect rooms to ensure cleanliness, settings, and maintenance per standards.
• Supervise Front Office team to optimize occupancy and revenue.
• Ensure brand standards for guest arrival experience and personalize guest interactions.

Skills

Guest relations

Customer service

Team leadership

Communication

Tools

PMS

GDS

Job description

Guest Experience Manager - CP at Crowne Plaza Hotel in Kuwait City, KU, KW.

This Full time on site position offers great opportunities for career growth.

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.