Ref: RP566-281

Job description / Role

Employment: Full Time

Lady in Red

The Lady in Red is an iconic symbol of Kempinski and is in essence the Hotel Ambassador (or First Lady). As an extended arm of the Managing Director she welcomes, meets and farewells hotel guests and is responsible for the communication with all guests providing highest quality service standards. The Lady in Red is empowered to take immediate decisions in respect to guest well being.

Kempinski Hotel Mall of the Emirates

A luxurious alpine retreat in the heart of the desert, Kempinski Hotel Mall of the Emirates is a landmark Dubai hotel and one of Kempinski's most unique city properties. It combines exciting shopping, entertainment and dining options with lavish accommodation, including 15 spacious but cozy ski chalets overlooking Ski Dubai.

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 (on daily basis) 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 itinerary for Top VIP's 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, assist with general information, internal promotions and directions.
- Handle guest complaints and requests in a polite and efficient manner, 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.
- Walk throughout the hotel recognizing guests and engage with them appropriately.
- Provide information to all guests regarding the services and possible internal promotions of the hotel.

Requirements

Competencies:

- Hotel Apprenticeship/Higher College Education
- Minimum of 1 years' experience in a similar role, preferably in an international luxury five star hotel
- English - excellent oral and written skills
- Additional language(s) - beneficial
- Proficiency in Microsoft Office (Word, Excel and PowerPoint)
- Advanced knowledge of Opera

About Kempinski

Hoteliers since 1897, Kempinski have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of its European heritage.

About the Company

The Kempinski name is proudly borne by a growing collection of distinguished properties around the world. As Europe's oldest luxury hotel group, we are committed to providing our guests with memorable journeys inspired by exquisite European flair. We believe life should be lived with style.

Each year, an increasing number of guests come to appreciate these qualities, as Kempinski adds new, exciting destinations in Europe, the Middle East, Africa, Asia and The Americas. While this growth reflects the strength and success of the Kempinski brand, the collection will remain a limited one, where exclusivity can be nurtured and individuality can flourish.

We believe that our prestigious, European heritage puts Kempinski in a unique position to satisfy the expectations of the stylish and discerning traveller. It's not just to simply provide a hotel bed and a meal, at Kempinski it's all about bringing a story to life.

Since 1897, our employees have been a part of creating history around the world. From historic buildings to the most avant-garde of modern architecture, our properties are the setting for some of life's greatest moments. We've witnessed historic meetings between world leaders, celebrities taking sanctuary in the world of privacy we create for them, and created incredible memories for guests on a 'once-in-a-lifetime' journey.

We are wholeheartedly committed to providing perfection for our guests at every moment and in every way. Perhaps it's something as life-changing as a wedding celebration, where our attention to detail and perfect service mean that your special day goes without a hitch. Or perhaps it's as simple as the note left on your pillow at night, which thoughtfully lets you know the weather tomorrow so you know how to dress in the morning. At Kempinski, we are each personally responsible for creating rich and meaningful experiences for our guests.

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