Lady In Red

Kempinski Hotels SA; Dubai; Sur place; AED 180 000 - 280 000; Plein temps

Résumé du poste

Kempinski Hotels SA in Dubai seeks a Lady in Red, a senior front office ambassador responsible for welcoming, guiding, and bidding farewell to guests while ensuring the highest service standards. As an extension of the General Manager, this role manages VIP communications and guest well-being.

The ideal candidate has at least 3 years in a managerial front office or guest relations role in a luxury hotel, with strong leadership and excellent communication.

Qualifications

• Minimum of 3 years in a managerial front office or guest relations role in a luxury hotel.
• Supervisory skills and experience with VIPs are important.
• Familiarity with five-star hotel operations and guest service standards.

Responsabilités

• Communicate hotel philosophy and internal representation.
• Know the hotel and city layout in depth.
• Be informed about VIPs, hotel functions, and events.
• Collect VIP feedback and share with departments.
• Greet, assist, and bid farewell to guests.
• Escort top VIPs on arrival and departure.
• Coordinate tailor-made guest itineraries for Top VIPs.
• Enter guest stay information into guest history.
• Welcome visitors and provide directions.
• Handle complaints politely and coordinate resolutions.
• Maintain records of complaints and follow up.
• Perform special projects and related duties.
• Walk the hotel engaging with guests.
• Attend daily briefings.
• Report hazards and rectify them.
• Provide information about services and promotions.
• Inform senior management of unusual circumstances.
• Make decisions on upgrades/comps/rebates per hotel policy.
• Participate in training programs.

Connaissances

People management

Guest relations

Communication

Leadership

Description du poste

Lady In Red

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: United Arab Emirates - Dubai

Description

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.

Key Responsibilities

• 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.

Job Requirements

• 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

About Kempinski

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.