Grand Kempinski Hotel Shanghai
Grand Kempinski Hotel Shanghai is centrally located in the Lujiazui financial and trade section of the prestigious Pudong district and offers sweeping views of the Huangpu River and the Shanghai skyline. Grand Kempinski Hotel Shanghai has 686 rooms and suites, 6 restaurants & bars as well as extensive banquet facilities for up to 720 guests. It also has an oversized indoor pool, Spa and state-of-the-art fitness center on the 30th floor with panoramic view. Within walking distance to the Oriental Pearl Tower and only a short drive away from The Bund, New International Expo Centre and luxurious shopping centres, the hotel is easy access to any well-known landmarks of Shanghai. The Pudong and Hongqiao international airports can also be reached within 45 minutes.
SCOPE
The Lady in Red Supervisor 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 highest quality service standards. The Lady in Red Supervisor is empowered to take immediate decisions in respect to guest well being.
OVERALL OBJECTIVES
The job of Lady in Red Supervisor is executed satisfactorily when:
LQA (Leading Quality AssuCSS (Customer Satisfaction Survey) results are rated on an average with “6” and above.
Hotel and Outlets are promoted.
Guest complaints are minimized and if occur followed up efficient and are reported to Operations team.
In case of immediate need, the Lady in Red Supervisor helps with reception duties.
MAIN 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.
About Kempinski
Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage.
We are dedicated to please and educated to entertain. We never compromise on the European elegance of service and this, blended with our cultural empathy, allows us to deliver incredible experiences in truly original destinations. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential.
Grand Kempinski Hotel Shanghai
Grand Kempinski Hotel Shanghai is centrally located in the Lujiazui financial and trade section of the prestigious Pudong district and offers sweeping views of the Huangpu River and the Shanghai skyline. Grand Kempinski Hotel Shanghai has 686 rooms and suites, 6 restaurants & bars as well as extensive banquet facilities for up to 720 guests. It also has an oversized indoor pool, Spa and state-of-the-art fitness center on the 30th floor with panoramic view. Within walking distance to the Oriental Pearl Tower and only a short drive away from The Bund, New International Expo Centre and luxurious shopping centres, the hotel is easy access to any well-known landmarks of Shanghai. The Pudong and Hongqiao international airports can also be reached within 45 minutes.
SCOPE
The Lady in Red Supervisor 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 highest quality service standards. The Lady in Red Supervisor is empowered to take immediate decisions in respect to guest well being.
OVERALL OBJECTIVES
The job of Lady in Red Supervisor is executed satisfactorily when:
LQA (Leading Quality AssuCSS (Customer Satisfaction Survey) results are rated on an average with “6” and above.
Hotel and Outlets are promoted.
Guest complaints are minimized and if occur followed up efficient and are reported to Operations team.
In case of immediate need, the Lady in Red Supervisor helps with reception duties.
MAIN 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.
About Kempinski
Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage.
We are dedicated to please and educated to entertain. We never compromise on the European elegance of service and this, blended with our cultural empathy, allows us to deliver incredible experiences in truly original destinations. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential.
Organization: Kempinski Hotels
Location: Grand Kempinski Hotel Shanghai China
Job Type: Regular
Job Level:
Schedule: Full-time
Job Posting: Feb 25, 2021
Unposting Date: N/A
Job Number: 21000089