Guest Relations Manager

IHG Hotels & Resorts; Kuwait City; On-site; KWD 7,000 - 11,000; Full time

Job summary

IHG Hotels & Resorts in Kuwait City seeks a Guest Relations leader to oversee Priority Club and VIP guest service, ensuring benefits are delivered and VIPs receive special recognition.

The role includes supervising the Guest Relations team, maintaining repeat guest history, coordinating arrivals, and driving Priority Club affiliations while upholding InterContinental standards.

Responsibilities

• Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits and VIPs receive special recognition and service
• Inspect VIP rooms prior to arrival
• Oversee maintenance of a repeat guest history system
• Promote Inter-Hotel sales and in-house facilities
• Prepare Priority Club and regular guest welcome letters
• Solicit Priority Club applications
• Ensure guest satisfaction from arrival through departure with personal recognition and cordial attention
• Attend to special guest requests
• Develop and implement guest telephone contact systems
• Compile and control guest relations costs
• Schedule and attend Priority Club and VIP guest cocktail parties to improve service delivery
• Review arrival lists for all arrivals and VIPs for room allocations and requests
• Organize regular Guest Relations staff meetings for smooth operations
• Supervise the Guest Relations team following InterContinental guidelines and SOPs
• Ensure staff have strong product knowledge of the hotel and local area
• Coordinate with Housekeeping and F&B on arrivals and VIP amenities; review VIP standards
• Monitor Priority Club enrollment and updates in the system
• Maintain a sales mindset to maximize room revenue and conduct show rounds
• Protect customer and staff information and adhere to credit policies to ensure revenue

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.