Lady/Gentleman in Red (Guest Relations Executive)

Kempinski Hotels SA; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

Kempinski Singapore is seeking a Lady/Gentleman in Red to serve as the hotel's ambassador in the Front Office and Guest Services. You will welcome, assist, and bid farewell to guests while upholding the brand's service standards.

You will liaise with FOM and GM, tailor notes for VIPs, manage guest information in profiles, handle requests and complaints, and participate in daily briefings to ensure flawless guest experiences. This is a permanent full-time role based at the Singapore property.

Responsibilities

• Welcome, assist and bid farewell to guests with highest service standards.
• Liaise with Front Office management and General Manager for VIP itineraries and greetings.
• Collect and update guest information in profiles; produce guest fact sheets and reports.
• Handle guest complaints and requests promptly and liaise with relevant departments to ensure satisfaction.
• Attend daily briefings and participate in hotel trainings and special events.

Job description

Lady/Gentleman in Red (Guest Relations Executive)

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: Singapore - Singapore

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 the communication with all guests providing highest quality service standards. The Lady in Red is empowered to take immediate decisions in respect to guest well being.

Overall Objectives

• 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 (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 and GM, 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.
• Perform special projects and related duties as assigned.
• Walk throughout the hotel recognizing guests and engage with them appropriately.
• Attend & participate in daily briefings as scheduled.
• Report potential and existing hazards and rectified 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 expectation.
• Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.
• Participate in training programmes.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.