Lady in Red (Guest Relations/ Butler)
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Key skills for this role
Role Overview
The Lady in Red serves as the hotel ambassador and an extension of the General Manager.
The role welcomes, meets, and farewells guests while delivering high-quality service and representing the hotel.
Key Skills for This Role
Full Job Posting
Role Overview
The Lady in Red serves as the hotel ambassador and an extension of the General Manager.
The role welcomes, meets, and farewells guests while delivering high-quality service and representing the hotel.
Guest and VIP Service
- Welcome, facilitate, and bid farewell to guests throughout the hotel.
- Welcome top VIPs on arrival, escort them to their rooms, and bid them farewell on departure.
- Prepare tailored guest itineraries with the Front Office Manager and General Manager when appropriate.
- Walk throughout the hotel, recognize guests, and engage with them appropriately.
Guest Information and Communication
- Maintain knowledge of in-house VIPs, hotel functions, and special events.
- Collect guest and VIP feedback and update guest profiles and guest history.
- Distribute relevant guest information to departments through fact sheets, reports, newsletters, and briefings.
- Provide information about hotel services, directions, and internal promotions.
Requests, Complaints, and Policies
- Handle guest complaints and requests politely and efficiently.
- Record complaints and requests, follow up, and inform the relevant operating departments.
- Make decisions on upgrades, complimentary services, and rebates according to hotel policies.
- Report potential and existing hazards and ensure they are rectified immediately.
Knowledge and Participation
- Have in-depth knowledge of the hotel and the geographical layout of the city and surrounding areas.
- Communicate the hotel and company philosophy and support internal hotel representation.
- Attend scheduled daily briefings and participate in training programmes.
- Perform special projects and related duties as assigned according to business needs.
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