Lady In Red
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Key skills for this role
Key Skills for This Role
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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 Hotels
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