Kempinski Hotel Mall of the Emirates Dubai

Dubai, United Arab Emirates

Lady in Red – (in English)

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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.

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.