Lady / Gent in Red (EU work eligible)
About this role
International 5-star hotel ''Grand Hotel Kempinski Riga''
invites to join our team:
Lady / Gent in Red
The Lady / Gent in Red is an iconic symbol of Kempinski and is in essence the Hotel Ambassador (or First Lady/ Gent). As an extended arm of the General Manager she/ he welcomes, meets and farewells hotel guests and is responsible for the communication with all guests providing highest quality service standards. The Lady/ Gent in Red is empowered to take immediate decisions in respect to guest well being.
Responsibilities • 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 • 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 • Senior Management on any unusual circumstances that might affect guest service and expectation • Report potential and existing hazards and rectify them immediately • 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
Requirements • Very good knowledge of Latvian and English, other languages will also be considered as an advantage • Excellent interaction and communication skills • Successful previous experience in the hotel industry (preferably in a 5-star hotel) • Ability to work and communicate to multinational environment • Ability to work independently, thrive under pressure in challenging circumstances and come up with proactive, rational solutions