Guest Experience Manager - CP

Role Overview

Guest Experience Manager at IHG Hotels and Resorts. Reports directly to the Front Office Manager and provides supportive functional assistance to all departments while interacting with guests and the community.

Role Purpose

Ensure exceptional guest experiences through direct oversight of front office operations, staff performance, and brand standard compliance. Monitor guest satisfaction, resolve issues promptly, and maximize revenue through effective team supervision and proactive guest engagement.

Key Responsibilities

Guest Service & Engagement

• Perform a minimum of five courtesy calls per day and log them in the Guest Relations logbook.
• Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition.
• React to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
• Ensure VIPs and priority club guests receive special attention.
• Ensure 100% compliance of brand standards for guest arrival experience such as greeting and calling guests by name.
• Assist Guest Relations in greeting, rooming, and dealing with VIP guests.
• Promote inter-hotel sales and in-house facilities.
• Encourage guests to post their reviews on TripAdvisor and Facebook.
• Upsell late checkout.

Operations & Inspection

• Inspect the condition and cleanliness of hotel vehicles on a daily basis.
• Assure that the hotel entrance and public areas are kept clean at all times.
• Inspect a minimum of two rooms per day covering all aspects related to cleanliness, settings, room condition, and maintenance, as per hotel standards.
• Inspect front of house and back of house regularly for cleanliness.
• Personally review the activities and events of the hotel and assure proper preparation at all times.

Guest Relations & VIP Management

• Personally review the VIP in-house guests list, arrival list, and VIP room allocations.
• Assure that all guest feedback is logged in the Front Office logbook prior to leaving duty or shift turnover with proper communication in place.

Staff Supervision & Training

• Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
• Supervise and direct Reception and Reservations personnel.
• Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition.
• Check on a daily basis on staff hygiene and assure all staff are compliant with grooming and hygiene standards.
• Monitor appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Train colleagues on a regular basis and assure that all Front Office colleagues are well trained and implementing the Hotel and Front Office policies and procedures, particularly the Credit Authorization Policy.
• Supports and assists Front Office personnel and all departments at peak periods.
• Provides functional assistance and direction to all departments.

Compliance & Standards

• Ensure all city-ledger invoices are supported with correct backup documentation (Letter Purchase Order).
• Ensure front line staff comply with FIT Marketing techniques and maximize sales.
• Play the leading role in promoting the desired work culture around "Our Winning Ways."

Financial & Revenue Management

• Check billing instructions and monitor guest credit.
• Analyse and approve discounts and rebates.
• Analyse the rate variance report to ensure rooms revenue control.
• Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.

Reporting & Communication

• Report directly to and communicate with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
• Provide input for Front Office meetings.
• Take action with the Property Management Systems (PMS) in emergency situations.