Lady in Red - Guest Relations

About the role

The Lady in Red is the Hotel Ambassador (First Lady) of Kempinski hotels, acting as an extended arm of the General Manager. She welcomes, meets and sees off guests and communicates with all guests, providing the highest quality service standards and empowered to make immediate decisions on guest well-being. This position is based in Dubai and is a permanent, full-time role.

Key responsibilities

• Communicate the hotel's and company's philosophy and represent the hotel internally
• Know the hotel in depth and the city's layout, and know all in-house VIPs, hotel functions and special events
• Collect daily feedback on VIPs from sources such as Google, the PMS and briefs, share it across departments and update guest profiles
• Welcome, escort to rooms and bid farewell to top VIPs; liaise with the FOM and GM to prepare tailor-made itineraries and coordinate greetings and departures
• Record guest stays, welcome visitors and help with information, promotions and directions
• Handle guest complaints and requests politely, instruct relevant staff and maintain records with follow-up
• Perform special projects, walk the hotel engaging guests, attend daily briefings and report hazards
• Inform guests of services and promotions, advise senior management on unusual circumstances, and decide on upgrades, comps and rebates according to policy
• Participate in training programs

Required profile

• At least 3 years of experience in a manager-level position in Front Office or Guest Relations, preferably in an international five-star hotel
• Food and beverage and sales experience is a plus
• Supervisory skills

Required skills

• Good communication skills
• Knowledge of luxury hotel experiences