Lady in Red - Guest Relations Executive

About the role

The Lady in Red is an iconic symbol of Kempinski and acts as the Hotel Ambassador (First Lady), an extended arm of the General Manager who welcomes, meets and sees off guests and communicates with all guests to provide the highest quality service. She is empowered to make immediate decisions on guest well-being. The position is based in Singapore.

Key responsibilities

• Welcome, facilitate and bid farewell to guests; top VIPs must be welcomed on arrival, escorted to their room and seen off on departure.
• Communicate the hotel's and company's philosophy and represent the hotel internally.
• Keep detailed knowledge of the hotel, the city and its surroundings, and of all in-house VIPs, hotel functions and special events.
• Collect VIP feedback daily through sources such as Google, the Opera PMS and briefs, share it across departments via reports and newsletters, and update guest profiles.
• Liaise with the FOM and GM to prepare tailored itineraries for top VIPs and coordinate their greetings and departures.
• Handle guest complaints and requests politely and efficiently, instruct relevant staff where needed, and keep records and follow up.
• Provide information on hotel services and internal promotions, welcome visitors and report hazards to management.
• Take decisions on upgrades, comps and rebates in line with hotel policy, attend briefings, take part in training and perform other duties as assigned.