Summary
IHG Hotels & Resorts is seeking a Guest Relations Manager in Kuwait City, Kuwait. The role supervises the Guest Relations team and oversees service for VIPs, repeat guests and Priority Club members, including arrival preparations, special requests and guest recognition. Responsibilities also include coordinating with hotel departments, maintaining guest history and membership records, managing guest relations costs, and supporting hotel sales.
The posting
As published on ihgplc.com. Pulled from the employer's site and shown as they wrote it.
•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.