Guest Relations Agent – Lady in Red

Kempinski Hotels

The Lady in Red is an iconic symbol of Kempinski and is in essence the Hotel Ambassador (or First Lady). She welcomes, meets and farewells hotel guests and is responsible for the communication with all guests providing the highest quality service standards. The Lady in Red is empowered to take immediate decisions with respect to the guest well being.

Key Responsibilities:

  • Have 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 (on daily basis) 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.
  • Knowledgeable about all VIPs in-house, hotel functions and special events.
  • Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
  • Liaise with FOM and GM, to prepare a tailor-made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time.
  • Handle guest complaints and requests in a polite and efficient manner, 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.
  • Provide information to all guests regarding the services and possible internal promotions of the hotel.
  • Take decisions on upgrades/comps/rebates etc. as per stipulated hotel policies and procedures.
  • Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Desired Skills & Qualifications:

  • Minimum of 1-year experience in a Front Office position preferably in an international five-star hotel
  • Luxury Hotel Experience is a plus
  • Food & Beverage experience is a plus
  • Ability to work and communicate in a multinational environment
  • Good Communication skills
  • Knowledge of hotel operations & Computer systems
  • Knowledge of VIP welcoming protocol
  • Good knowledge of Opera
  • Basic knowledge of Micros

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