Lady in Red Manager

Kempinski Hotels; Daerah Khusus Ibukota Jakarta; On-site; IDR 497.842.000 - 746.765.000; Full time

Job summary

A luxury hotel chain in Jakarta is seeking a Lady in Red Manager to oversee guest relations, ensuring top-notch service and satisfaction. The role involves welcoming VIP guests, managing complaints, and representing the hotel’s standards. Ideal candidates should have a deep understanding of guest needs and internal hotel operations.

Responsibilities

• Manage the Guest Relation Section and uphold service standards.
• Communicate hotel philosophy and represent the hotel internally.
• Welcome guests, handle complaints, and maintain guest satisfaction.

Job description

Lady in Red Manager

Department: Rooms Division, Front Office & Guest Services

Employment Type: Fixed Term - Full Time

Location: Indonesia - Jakarta

Description

Responsible for managing the Guest Relation Section and providing the highest professional services in accordance with Kempinski’s policies, procedures and service standards. They also act as a representative of the hotel management and handle all guest relation matters brought to their attention, to the satisfaction of the guest

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.
• Be 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.
• Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
• Liaise with FOM, to prepare tailor made guest itinerary for Top VIP’s 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, assist with general information, internal promotions and directions.
• 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.
• Walk throughout the hotel recognizing guests and engage with them appropriately.
• Provide information to all guests regarding the services and possible internal promotions of the hotel.