VIP Guest Experience Leader

IHG Hotels & Resorts; Kuwait; On-site; KWD 12,000 - 18,000; Full time

Job summary

IHG Hotels & Resorts in Kuwait seeks a Guest Experience Manager to drive guest service excellence. You will report to the Front Office Manager and oversee front desk operations, VIP arrivals, vehicle cleanliness, and public-area standards to ensure a consistently high guest experience.

You will train Front Office staff, optimize revenue through upselling, monitor guest feedback, and coordinate across departments to uphold brand standards and seamless guest journeys.

Responsibilities

• Reports to Front Office Manager on guest service and hotel operations.
• Inspects hotel vehicles daily for cleanliness and readiness.
• Ensures entrance and public areas are kept clean at all times.
• Reviews VIP in-house guest lists, arrival lists and VIP room allocations.
• Performs courtesy calls and logs them in the guest relations logbook.
• Encourages guests to post reviews on Trip-Advisor and Facebook.
• Inspects rooms daily for cleanliness, settings, and condition.
• Upsells late check-out and monitors staff hygiene and grooming standards.
• Trains Front Office colleagues on hotel policies and credit authorization.
• Ensures city-ledger invoices have proper back-up and 100% brand standard compliance.
• Monitors guest feedback and ensures personalized greeting and recognition.
• Supervises Reception and Reservations staff and supports all departments at peak times.
• Ensures VIPs and priority club guests receive special attention.
• Checks billing instructions and reviews discounts and rate variance reports.
• Takes action with the PMS during emergencies and maximizes sales through FIT marketing.

Job description

IHG Hotels & Resorts in Kuwait seeks a Guest Experience Manager to drive guest service excellence. You will report to the Front Office Manager and oversee front desk operations, VIP arrivals, vehicle cleanliness, and public-area standards to ensure a consistently high guest experience.

You will train Front Office staff, optimize revenue through upselling, monitor guest feedback, and coordinate across departments to uphold brand standards and seamless guest journeys.