Guest Experience Manager - CP

Overview

Guest Experience Manager - CP at Crowne Plaza Hotel in Kuwait City, KU, KW. Full time on site position offering great opportunities for career growth. Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.

• Inspect the condition and cleanliness of hotel vehicles on a daily basis.
• Assure that hotel entrance and public areas are kept clean at all times.
• Personally review the activities and events of the hotel and assure proper preparation at all times.
• Review VIP in‑house guest list, arrival list and VIP room allocations.
• Perform a minimum of five courtesy calls per day and log them in the Guest Relations logbook.
• Encourage guests 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 and maintenance, as per hotel standards.
• Upsell late check‑out.
• Check daily staff hygiene and assure all staff are compliant with grooming and hygiene standards.
• Train colleagues regularly and assure that all front‑office colleagues are well trained and implementing hotel and front‑office policies and procedures, particularly the Credit Authorization Policy.
• Carry total responsibility to ensure all city‑ledger invoices are supported with correct backup documents (LPO – letter purchase order).
• Ensure 100% compliance with brand standards for guest arrival experience such as greeting and calling guests by name.
• Log all guest feedback 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.
• Provide functional assistance and direction to all departments.
• React 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 all departments at peak periods.
• Ensure VIPs and priority club guests receive special attention.
• Inspect front‑of‑house and back‑of‑house regularly for cleanliness.
• Monitor staff standards of conduct, uniform, 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.
• Takes action with the Property Management System (PMS) in emergency situations.
• Ensure front‑line staff comply with FIT marketing techniques and maximize sales.
• Check billing instructions and guest credit for compliance with the hotel credit policy, ensuring all transactions are handled securely.
• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
• Perform other duties as assigned and may also serve as manager on duty.
• Manage the front‑office job—may report to a Director of Rooms in a large luxury or resort hotel, supervising front‑desk agents, porter/shuttle services, reservations, PBX, etc., and may oversee a team.
• Coordinate the preparation of the departmental annual budget under the assistance of the senior finance manager and work to achieve the budget by monitoring and controlling departmental operations, considering revenue and expenditure.