The Lady in Red is an iconic symbol of Kempinski and is in essence the Hotel Ambassador (or First Lady). As an extended arm of the General Manager she welcomes, meets and farewells hotel guests and is responsible for communication with all guests providing the highest quality service standards. The Lady in Red is empowered to make immediate decisions concerning guest well-being.
- Communication of hotel & company philosophy and internal hotel representation.
- Have an in-depth knowledge of the hotel and the geographical layout of the city/surroundings.
- Knowledgeable about all VIPs in-house, hotel functions, and special events.
- Collect as much feedback information on VIPs as possible (daily) by checking e.g. Google, Opera PMS company-wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc., and ensure information is updated in the guest profile.
- Welcome, facilitate, and bid farewell to as many guests as possible.
- Top VIPs MUST be welcomed upon arrival, escorted to their room, and bid farewell upon departure.
- Liaise with FOM and GM, to prepare tailor-made guest itineraries for Top VIPs when appropriate and coordinate VIP greetings and departures – ahead of time.
- Obtain as much information about a guest’s stay to be entered in the guest history.
- Welcome visitors to the hotel, and assist with general information, internal promotions, and directions.
- Handle guest complaints and requests politely and efficiently, and give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
- Maintain a record of all complaints and requests, follow up, and inform concerned operating departments.
- Perform special projects and related duties as assigned.
- Walk throughout the hotel recognizing guests and engaging with them appropriately.
- Attend & participate in daily briefings as scheduled.
- Report potential and existing hazards and rectify them immediately.
- Provide information to all guests regarding the services and possible internal promotions of the hotel.
- Senior Management on any unusual circumstances that might affect guest service and expectations.
- Take decisions on upgrades/comps/rebates etc. as per stipulated hotel policies and procedures.
- Participate in training programs.
- Minimum of 3 years experience in a Manager level position in Front Office or Guest Relations preferably in an international five-star hotel
- Food & Beverage and Sales experience is a plus
- Supervisory skills
- Luxury Hotel Experiences
- Good Communication skills
Hoteliers since 1897, we have traveled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to pleasing and educating to entertain. We never compromise on the European elegance of service and this, blended with our cultural empathy, allows us to deliver incredible experiences in truly original destinations. We pride ourselves on delivering a beautiful performance for every one of our guests. And for our employees, we provide a stage on which they can flourish and realize their full potential.