I

IHG

Global hotel company

Guest Experience Manager

Full-TimeUpdated on 10/16/2026Deadline 12/8/26
No salary listed
Mid
Kuwait
In Person
Food Service & HospitalityHotel Guest Services

About the job

Responsibilities
  • Inspect hotel vehicles daily for condition and cleanliness.
  • Ensure the hotel entrance and public areas remain clean.
  • Review hotel activities and events and ensure proper preparation.
  • Review the in-house VIP guest and arrival lists and VIP room allocations.
  • Make at least five courtesy calls per day and record them in the Guest Relations logbook.
  • Encourage guests to post reviews on TripAdvisor and Facebook.
  • Inspect at least two rooms per day for cleanliness, settings, room condition, and maintenance against hotel standards.
  • Upsell late check-outs.
  • Check staff hygiene daily and ensure staff comply with grooming and hygiene standards.
  • Train colleagues regularly and ensure Front Office colleagues are trained and implement hotel and Front Office policies and procedures, particularly the Credit Authorization Policy.
  • Ensure city-ledger invoices are supported by correct backup documentation, including LPOs (letters of purchase order).
  • Ensure full compliance with brand standards for the guest arrival experience, including greeting guests and addressing them by name.
  • Ensure guest feedback is recorded in the Front Office logbook before leaving duty or during shift turnover, with proper communication.
  • Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.
  • Supervise the Front Office team to support optimum occupancy and average room rate and maximize revenue.
  • Provide functional assistance and direction to all departments.
  • Respond to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
  • Supervise and direct Reception and Reservations personnel.
  • Support and assist Front Office personnel and other departments during peak periods.
  • Ensure VIPs and priority club guests receive special attention.
  • Inspect front-of-house and back-of-house areas regularly for cleanliness.
  • Monitor staff conduct, uniform, hygiene, and appearance standards.
  • Provide input for Front Office meetings.
  • Promote inter-hotel sales and in-house facilities.
  • Check billing instructions and monitor guest credit.
  • Analyze and approve discounts and rebates.
  • Analyze the rate variance report to ensure room revenue control.
  • Take action using the Property Management System (PMS) in emergency situations.
  • Ensure front-line staff comply with FIT marketing techniques and maximize sales.

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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