Guest Relations Agent – Lady In Red 25 views

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.

Guest Relations Agent (Lady In Red)

The Lady in Red is an iconic symbol of Kempinski and is in essence the Hotel Ambassador (or First Lady). 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.

Key Responsibilities
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.
Knowledgeable about all VIPs in-house, hotel functions and special events.
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.
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.
Provide information to all guests regarding the services and possible internal promotions of the hotel.
Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Desired Skills & Qualifications
Minimum of 1 year experience in a Front Office position preferably in an international five star hotel
Luxury Hotel Experience is a plus
Food & Beverage experience is a plus
Ability to work and communicate in a multinational environment
Good communication skills
Knowledge of hotel operations & Computer systems
Knowledge of VIP welcoming protocol
Good knowledge of Opera
Basic knowledge of Micros

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