Lady in Red ( Guest Relations Agent)

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 General Manager, she welcomes, meets, and farewells hotel guests and is responsible for the communication with all guests, providing the highest quality service standards. The Lady in Red is empowered to take immediate decisions in respect to the guest well being.Overall ObjectiveThe job of the Guest Relations Agent is executed satisfactorily when:CSS (Customer Satisfaction Survey) results are rated on average with “5” and above.Hotels and Outlets are promoted.Guest complaints are minimised and, if they occur, are followed up efficiently and reported to the Guest Relations Manager and the Operations team.Main ResponsibilitiesVIP Management & Quality ControlManages VIP lists, orders amenities, and monitors treatment costs while ensuring the hotel’s VIP Policy is strictly implemented.Conducts thorough room inspections and requirement checks three days prior, one day prior, and on the day of arrival to ensure rooms are "clean and ready."Guest Engagement & ServiceWelcomes and personally escorts guests to their rooms or suites.Attends to all guest comments and complaints, ensuring every incident is recorded and resolved.Remains fully conversant with all hotel promotions and activities to assist with guest inquiries and arrangements.Administrative & Data AccuracyRegularly updates guest profiles and manages all VIP amenity documentation and distribution.Maintains high standards of cleanliness within the building and ensures professional grooming/uniform standards within the department.Others Assists the Guest Relations Manager with staff training, performance assessments, inductions, and recruitment/dismissal processes.Represents the department at meetings, holds regular staff briefings for performance reviews, and proposes service improvements.Additional responsibilities may be assigned in accordance with the evolving needs of the business and the hotel.Requirements Education Bachelor’s degree or Diploma in Hospitality ManagementLanguage Proficiency – Excellent command of English, both spoken and written, is required.Professional Experience At least 1–2 years in a front office or guest relations role, ideally from a luxury hotel background.Demonstrated experience in managing VIP arrivals, including room inspections, amenity preparation, and personalised "meet and greet" services.A track record of handling complex guest feedback and complaints using professional service recovery techniques to ensure guest satisfaction.Proficiency in maintaining detailed Guest Profiles and using Property Management Systems, Opera to track preferences and history.Experience collaborating across departments (Housekeeping, F&B, Front Office) to ensure seamless execution of special guest requests.