IHG

Global hotel company

Guest Relations Manager

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeKuwaitNo salary listedIn-person

About the Job

Responsibilities

Inspect hotel vehicles daily for condition and cleanliness.
Keep the hotel entrance and public areas clean at all times.
Review hotel activities and events and ensure proper preparation.
Review the in-house VIP guest list, arrival list, and VIP room allocations.
Make and log at least five courtesy calls per day.
Encourage guests to post reviews on TripAdvisor and Facebook.
Inspect at least two rooms per day for cleanliness, settings, room condition, and maintenance in accordance with hotel standards.
Upsell late check-outs.
Check staff hygiene daily and ensure compliance with grooming and hygiene standards.
Train colleagues regularly and ensure Front Office colleagues are trained and follow hotel and Front Office policies and procedures, particularly the Credit Authorization Policy.
Ensure city-ledger invoices are supported by correct backup documentation, including a letter 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 logged in the Front Office logbook before leaving duty or 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 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, uniforms, hygiene, and appearance.
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 in emergency situations.
Ensure front-line staff comply with FIT marketing techniques and maximize sales.

•Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.

•Guest Experience Manager to inspect the condition and cleanliness of hotel vehicles on daily bases

•Assure that Hotel entrance and Public Area are to be kept clean at all times

•Guest Experience Manager personally review the activities and events of the hotel and assure proper preparation at all times

•Guest Experience Manager to personally review VIP in house guests list and arrival list and VIP Rooms allocations

•Perform a minimum of 5 courtesy calls per day and log it in Guest Relations logbook

•Encourage guest to post their reviews on Trip-Advisor and Facebook

•Inspect a minimum of two rooms per day covering all aspects related to cleanliness, settings, room condition, maintenance, as per hotel standards

•Upsell late Check-Out

•Check on daily bases on staff Hygiene and assure all staff are compliant with grooming and Hygiene standards

•Train colleagues on regular bases and assure that all Front Office colleagues are well trained and implementing the Hotel / Front Office policies and procedures particular the Credit Authorization Policy

•Guest Experience Manager to carry total responsibility to ensure all city-ledger invoice are supported with correct back-up document LPO (letter Purchase Order)

•Guest Experience Manager ensures 100% compliance of brand standards for Guest arrival experience such as greeting and calling guest by name

•Guest Experience Manager must assure that all guest feedback is logged in the FO logbook prior to leaving duty / shift turnover with proper communication in place

•Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition

•Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue

•Provides functional assistance and direction to all departments.

•Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel

•Supervises and directs Reception and Reservations personnel.

•Supports and assists Front Office personnel and all departments at peak periods.

•Ensures VIPs and priority club guests receive special attention

•Inspects front of house and back of house regularly for cleanliness.

•Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.

•Provides input for Front Office meetings.

•Promotes inter-hotel sales and in-house facilities.

•Checks billing instructions and monitors guest credit

•Analyses and approves discounts and rebates.

•Analyses the rate variance report to ensure rooms revenue control

•Takes action with the Property Management Systems (PMS) in emergency situation.

•Ensures front line staffs comply with FIT Marketing techniques and maximize sales.

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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