Guest Relations Manager

IHG Hotels & Resorts; Kuwait City; On-site; KWD 13,000 - 20,000; Full time

Job summary

IHG Hotels & Resorts Kuwait is seeking an experienced Guest Relations professional to lead Priority Club and VIP guest services at our Kuwait City property. You will oversee guest recognition, room allocations, VIP amenities, and cross‑department coordination to maximize guest satisfaction.

Responsibilities include supervising staff, maintaining guest history, organizing VIP events, and ensuring adherence to InterContinental standards and security of guest information.

Qualifications

• Experience in guest relations management, with focus on Priority Club/VIP programs.
• Strong communication and interpersonal skills, with ability to coordinate across departments.

Responsibilities

• Monitor guest relations personnel to ensure Priority Club members receive benefits and VIPs receive recognition and service.
• Inspect VIP rooms prior to arrival.
• Oversee maintenance of efficient repeat guest history system.
• Promote inter-hotel sales and in-house facilities.
• Solicit Priority Club applications.
• Monitor guest relations’ personnel to maximize guest satisfaction.
• Attend to special requests by guests.
• Develop guest telephone contact systems.
• Compile, analyze and control guest relations costs.
• Schedule VIP events and cocktail parties to improve service delivery.
• Review arrival lists for all arrivals and VIPs for room allocations and requests.
• Organize meetings for Guest Relations staff to ensure smooth operations.
• Supervise the Guest Relations Team following InterContinental guidelines and SOPs.
• Ensure staff have high product knowledge of hotel and local area.
• Inform other departments about arrivals, requests and VIP amenities; review VIP amenities based on guest feedback.
• Monitor enrolment and handling of Priority Club Membership.
• Maintain sales attitude and awareness of sales opportunities to maximize rooms revenue.

Skills

VIP guest service

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.