Russian-Speaking Lady in Red

About the role

The Lady in Red is the iconic Hotel Ambassador of Kempinski hotels, acting as an extended arm of the General Manager. She welcomes, meets and sees off guests and communicates with all guests, providing the highest quality service standards and empowered to make immediate decisions on guest well-being. This position is full-time and fixed term.

Key responsibilities

• Communicate the hotel's and company's philosophy and represent the hotel internally.
• Collect feedback on VIPs daily through sources such as Google, the Opera PMS and company-wide briefs, and share it via guest fact sheets, newsletters and reports, keeping it updated in the guest profile.
• Welcome, facilitate and bid farewell to as many guests as possible, and liaise with the FOM and GM to prepare tailored itineraries and coordinate VIP greetings and departures.
• Welcome visitors, give general information, promote internal offers and direct guests.
• Handle guest complaints and requests politely and efficiently, instruct relevant staff where needed, keep records and follow up with operating departments.
• In urgent cases, help with reception duties.

Required profile

• Russian speaking.
• Supervisory skills and good communication skills.
• Knowledge of hotel operations, computer systems, hotel products and services, and of tourist and business-related information.
• Knowledge of VIP welcoming protocol.

Required skills

• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Advanced knowledge of Opera.
• Basic knowledge of Micros.