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About the Role
Kuwait City is rapidly becoming a destination for premium hospitality experiences, and at Empyrean Grand Hospitality Kuwait, we are setting a new benchmark for luxury guest services. We believe that exceptional hospitality is built on attention to detail, operational excellence, and memorable customer interactions.
We are looking for a Senior Guest Experience Manager (M/F/d) who can lead our front-facing hospitality strategy and elevate every stage of the guest journey. You will oversee guest relations operations, mentor service teams, and ensure that every interaction reflects the high standards of our brand. You are not simply managing complaints or check-ins; you are shaping the reputation and service culture of the entire property.
Why Work With Us?
Premium Hospitality Environment:
Our property is located in the heart of Sharq, Kuwait City, surrounded by luxury retail, business centers, and waterfront attractions. We provide a modern workplace focused on professionalism, collaboration, and guest satisfaction.
Leadership Visibility:
Your voice matters. Senior management actively involves department leaders in operational planning and customer experience initiatives from the beginning.
Modern Hospitality Standards:
We utilize advanced reservation systems, guest feedback analytics, and digital service management platforms to maintain world-class hospitality operations.
Career Development:
We invest in leadership training, hospitality workshops, and regional industry events to support your long-term professional growth.
Key Responsibilities
Guest Experience Leadership:
Oversee all guest relations functions and ensure premium service delivery across front office and hospitality operations.
Operational Management:
Coordinate with housekeeping, concierge, reservations, and food service departments to maintain seamless guest experiences.
Team Leadership:
Lead, mentor, and support front office supervisors and guest service staff while promoting a culture of accountability and professionalism.
Service Quality Improvement:
Monitor guest satisfaction reports, resolve escalated concerns efficiently, and implement service improvement initiatives.
Stakeholder Communication:
Work closely with senior management and department heads to align operational goals with guest satisfaction standards.
What We Are Looking For
Experience:
6+ years of experience in luxury hospitality, hotel operations, or guest relations management, including at least 2 years in a senior leadership role.
Leadership Skills:
Strong ability to manage teams, handle high-pressure situations, and maintain excellent customer service standards.
Communication:
Excellent English communication skills are required. Arabic language skills are considered an advantage.
Operational Knowledge:
Experience with hotel management systems, guest service procedures, and hospitality performance metrics.
Mindset:
You are proactive, detail-oriented, and committed to delivering outstanding guest experiences while maintaining operational efficiency.
Pay: KD1,500.000 - KD2,100.000 per month
Work Location: In person