IHG

Global hotel company

Guest Relations Manager

Hotel Guest ServicesUpdated on Nov 9

Full-timeKuwaitNo salary listedIn-person

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 following InterContinental guidelines and departmental Standard Operating Procedures; ensure daily tasks and activities are completed.
Ensure all staff have a high level of product knowledge of the hotel and local area and know what is happening in the hotel daily.
Inform operational departments such as 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 enrollment and correct handling and updating of Priority Club membership in the system.
Ensure a sales attitude is adopted and maintain awareness of hotel sales opportunities to maximize room sales and revenue; 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.

•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.

About the Company

IHG

Global hotel company

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.

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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