I

IHG

Global hotel company

Guest Relations Manager

Full-TimeUpdated on 10/16/2026Deadline 11/8/26
No salary listed
Expert
Kuwait
In Person
Food Service & HospitalityHotel Guest Services

About the job

Responsibilities
  • Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, and repeat guests and other VIPs receive special recognition and service.
  • Inspect all VIP rooms prior to arrival.
  • Oversee maintenance of an efficient repeat guest history system.
  • Promote inter-hotel sales and in-house facilities.
  • Prepare Priority Club and regular guest welcome letters.
  • Solicit Priority Club applications.
  • Monitor guest relations personnel to ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival through departure.
  • Attend 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 to further improve 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 Relations staff to facilitate communications and smooth operations.
  • Supervise the Guest Relations Team to ensure consistently high customer service standards in accordance with InterContinental guidelines and departmental Standard Operating Procedures, and ensure daily tasks and activities are completed.
  • Ensure all staff have a high level of product knowledge about the hotel and local area and know what is happening in the hotel daily.
  • Inform operational departments, including Housekeeping and Food and Beverage, about arrival times, special requests, and VIP amenity setups; regularly review and develop VIP amenity standards based on guest comments.
  • Monitor the enrollment and correct handling and updating of Priority Club membership in the system.
  • Ensure a sales attitude is adopted at all times, maintain awareness of hotel sales opportunities, maximize room sales and revenue, and conduct show rounds to the preset standard.
  • Ensure and maintain the security of information relating to hotel customers and personnel.
  • Adhere to company credit policies to ensure expected revenue is received.

About the company

I

IHG

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IHG is a global hospitality company operating and franchising a portfolio of hotel brands. The company supports hotel development, reservations, loyalty programs, revenue management, brand standards, technology, and guest services. It serves travelers, hotel owners, franchisees, corporate clients, loyalty members, and hospitality partners. Its operating model centers on a primarily franchised and managed hotel network connected through brands, distribution, commercial systems, and regional support. Teams work across hotel operations, development, revenue, technology, marketing, loyalty, finance, and owner support. Teams support coordinated daily delivery.

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Headquarters

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