Lady In Red

Overview

The Lady in Red at Kempinski Hotels serves as a distinguished hotel ambassador, embodying an extension of the General Manager's office. This role is central to greeting, engaging with, and bidding farewell to guests while ensuring excellent communication and top-tier service standards throughout their stay. Empowered to make swift decisions about guest satisfaction, the Lady in Red represents the epitome of guest relations excellence.

Key Responsibilities

• Represent the hotel and convey its philosophy internally and externally.
• Maintain comprehensive knowledge of the hotel layout and the surrounding area's geography.
• Stay informed of in-house VIP guests, ongoing hotel events, and special functions.
• Gather and disseminate detailed feedback on VIPs daily from multiple sources, updating guest profiles accordingly within hotel systems.
• Personally welcome and bid farewell to guests, especially escorting key VIPs to and from their rooms upon arrival and departure.
• Collaborate with Front Office Manager and General Manager to prepare personalized itineraries and coordinate VIP arrivals and departures.
• Collect detailed information regarding guest stays for updating guest history records.
• Assist hotel visitors with information, directions, and promote internal offers.
• Address guest complaints and requests promptly and efficiently, directing issues to appropriate staff to maximize guest satisfaction.
• Keep records of guests’ complaints and requests, ensuring timely follow-up with relevant departments.
• Engage in special projects and perform related duties as assigned.
• Actively roam the hotel to recognize and appropriately interact with guests.
• Participate in and contribute to scheduled daily briefings.
• Identify and address potential or existing safety hazards immediately.
• Inform guests about hotel services and promotions.
• Keep senior management apprised of any unusual circumstances that may impact guest service expectations.
• Authorize upgrades, complimentary services, and rebates within hotel policy guidelines.
• Take part in training and development programs to enhance service delivery.

Qualifications

• At least three years of managerial-level experience in Front Office or Guest Relations, preferably within a five-star international hotel.
• Background in Food & Beverage and Sales is advantageous.
• Proven supervisory skills.
• Experience working in luxury hotel environments.
• Strong communication abilities.

About Kempinski

Since its establishment in 1897, Kempinski Hotels has combined European tradition with a global perspective to offer luxury hospitality in exceptional locations. The brand values elegant service melded with cultural understanding, providing memorable experiences for guests. Employees are offered opportunities to thrive and achieve their highest potential within a supportive and distinguished environment.