Guest Relations Manager

InterContinental Hotels Group; Kuwait City; On-site; KWD 7,800 - 20,000; Full time

Job summary

InterContinental Hotels Group in Kuwait City seeks an experienced Guest Relations Manager to ensure Priority Club members receive their benefits and VIPs are recognized from arrival to departure.

You will supervise the Guest Relations Team, maintain the repeat guest history, coordinate VIP rooms, and collaborate with Housekeeping and F&B to fulfill special requests while promoting in-house facilities.

Qualifications

• Experience in hotel guest relations and VIP service.
• Ability to manage guest history and Priority Club membership.
• Proven ability to coordinate VIP events and communications.

Responsibilities

• Monitor guest relations personnel to ensure VIPs receive benefits and recognition.
• Inspect VIP rooms prior to arrival.
• Promote hotel facilities and in-house services.
• Oversee repeat guest history system maintenance.
• Organize Priority Club applications and enrollments.
• Schedule VIP cocktails and events.
• Coordinate with Housekeeping and F&B on arrivals and special requests.
• Ensure staff knowledge of local area and hotel operations.
• Maintain compliance with company credit policies.
• Lead regular staff meetings to improve service delivery.

Skills

VIP guest service

Guest relations

Sales opportunity awareness

Team leadership

Job description

•Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service•Inspects all VIP rooms prior to arrival•Oversee maintenance of efficient repeat guest history system•Promote Inter-Hotel sales and in-house facilities•Perform such functions as to include:•Priority Club and regular guest welcome letters•Solicitation of Priority Club applications•Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure•Attending to special requests by guests•Develop and implement guest telephone contact systems•Compile, analyze and control guest relations’ costs•Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery•Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests•Organize and conduct regular meetings for all Guest Relation’s staff to facilitate communications and smooth operations•Supervises Guest Relations Team to ensure a consistently high standard of customer service following the InterContinental guidelines and the Standard Operating Procedures of the department. Ensures daily tasks and activities are completed.•Ensures that all staff has a high level of product knowledge of the hotel and the local area and know what is happening in the hotel on a daily basis.•Informs other operational departments such as Housekeeping and F&B on matters related to arrival times, special requests and VIP amenities set up. Regularly reviews and develops the standards of VIP amenities following guest comments.•Monitors the enrolment and correct handling and updating of Priority Club Membership in the system.•Ensure a sales attitude is adopted at all times and maintain an awareness of all sales opportunities within the hotel maximize rooms’ sales and revenue for the hotel. Conducts show rounds to the preset standard.•Ensure and maintain the security of information relating to customers and personnel in the hotel. Adhere to company credit policies to ensure that all revenue expected will be received.Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.