Lady/Gentleman 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), serving 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 is a permanent, full-time position in the Rooms Division, Front Office and Guest Services area.

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 company-wide 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 a record of them with follow-up.
• Walk the hotel recognising guests, welcome visitors, provide information and promote internal offers, and report hazards immediately.
• Attend daily briefings, take part in training programmes and perform special projects as assigned.
• Decide on upgrades, comps and rebates in line with hotel policy, and inform senior management of unusual circumstances affecting guest service.