Lady In Red - Hotel Ambassador

About the Role

Positioned within the Rooms Division, Front Office & Guest Services at Kempinski Hotels in Dubai, the Lady in Red serves as the Hotel Ambassador, acting as a direct extension of the General Manager. This role involves welcoming, engaging with, and bidding farewell to guests, ensuring superior communication and service throughout their stay. The Lady in Red holds authority to make immediate decisions to enhance guest satisfaction.

Key Duties and Responsibilities

• Represent and communicate the hotel’s philosophy and values consistently to guests and internally.
• Maintain comprehensive knowledge of the hotel facilities and the local city geography.
• Stay informed about in-house VIP guests, hotel events, and functions to provide personalized service.
• Gather detailed VIP guest feedback daily from multiple sources like Google, Opera PMS, and internal briefs; disseminate this intelligence to relevant departments through guest fact sheets, reports, or newsletters, and update guest profiles accordingly.
• Welcome, assist, and bid farewell to as many guests as possible, with a special focus on personally attending top VIPs by escorting them to rooms upon arrival and seeing them off upon departure.
• Coordinate with the Front Office Manager and General Manager to craft customized itineraries and manage VIP arrivals and departures proactively.
• Collect and record comprehensive information about guest stays to maintain accurate guest histories.
• Assist hotel visitors by providing general information, directions, and promoting internal offers.
• Address guest complaints and requests courteously and swiftly, escalating to appropriate staff for resolutions while following up to ensure satisfaction.
• Keep detailed records of all complaints and requests, coordinating follow-ups with operating departments.
• Engage regularly with guests throughout the hotel to recognize and interact appropriately.
• Participate actively in scheduled daily briefings and report any potential or actual hazards, rectifying issues promptly.
• Inform guests about hotel services and ongoing promotions.
• Alert senior management to any unusual situations that could impact guest service or expectations.
• Make decisions on upgrades, complimentary services, or rebates within established hotel policies.
• Contribute to and complete relevant training sessions.

Qualifications and Experience

• A minimum of three years’ experience in managerial roles within Front Office or Guest Relations, ideally in international five-star hotels.
• Experience in Food & Beverage or Sales departments is advantageous.
• Strong supervisory capabilities and leadership skills.
• Familiarity with luxury hotel services and guest expectations.
• Excellent communication skills to interact with a diverse clientele.

About Kempinski Hotels

Established in 1897, Kempinski Hotels cherish the rich European heritage, combining it with cultural sensitivity to create remarkable guest experiences worldwide. Committed to elegance and excellence, we provide guests with outstanding service and offer employees opportunities to develop and thrive professionally.