Lady In Red - European Nationality (Preferred)

Lady In Red - European Nationality (Preferred)

Application Deadline: 30 April 2024

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: Qatar - Doha

Reporting To: Front Office Manager

Description
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 communication with all guests providing the highest quality service standards. The Lady in Red is empowered to make immediate decisions concerning guest well-be

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.
• Perform special projects and related duties as assigned.
• Walk throughout the hotel recognizing guests and engage with them appropriately.
• Attend & participate in daily briefings as scheduled.
• Report potential and existing hazards and rectified immediately.
• Provide information to all guests regarding the services and possible internal promotions of the hotel.
• Senior Management on any unusual circumstances that might affect guest service and expectation
• Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.
• Participate in training programmes.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Skills, Knowledge and Expertise
Hotel Apprenticeship
Higher College Education
Minimum of one year experience in a customer service position 
Ability to work and communicate in a multinational environment
Operational knowledge of front desk operations
Luxury Hotel Experiences 
Communication skills
Brief knowledge of hotel operations & Computer systems

Benefits
At Kempinski Hotels we pride ourselves on delivering a beautiful performance for each and every one of our guests. Dedicated to please, educated to entertain and never compromising on the European elegance of service, we are driven by our passion for crafting distinct and meaningful experiences. Each of our remarkable properties is a stage upon
which our people perform their best and every day is an opportunity to apply their unique talents. We offer recognition for your skills, an environment that encourages personal growth, and respect and support from colleagues and leaders. Connected by our shared values, our passion for craftsmanship, and our care for one another, we are a global community of hoteliers. Your stage awaits.
Discover a career crafted by you.
About Marsa Malaz Kempinski - The Pearl Doha

Marsa Malaz Kempinski, The Pearl – Doha is located on its own secluded island, just steps away from numerous entertainment and dining options at the glamourous destination of 
The Pearl, in the capital of Qatar. Showcasing the finest European architecture, blended with traditional Arabian elements, Marsa Malaz Kempinski boasts 281 luxurious rooms – including 69 suites, two Presidential suites and two Royal suites.