Guest Relations Agent (Lady In Red) - Arabic Speaker

Dubai (Emirate) (AE)
Competitive package

Full job details

Kempinski Hotel & Residences Palm Jumeirah Dubai
Dubai (Emirate) (AE)
Job Type
Front Office, Guest Relations Officer
Job Level

Job Description



The incumbent in this position is responsible for - under the management of the Guest Relations Manager/ Assistant Guest Relations Manager and taking into account the established standards - supervising and leading all areas of the Guest Relations.

Main Responsibilities:

  • Carry out all administrative duties in co-operation with Lady in Red.
  • Daily checks on the VIP lists and ordering of corresponding activities.
  • Monitor and check the costs of VIP treatments and the distribution
  • Distribute VIP factsheets
  • Actively monitors the triton system and takes charge of glitch comments
  • Monitors the guest comments
  • Pre- and Post-Stay Email communication with the guest (Pre- Arrival Email etc)
  • Be responsible for VIP guests and ensure their well being.
  • Liaise with all departments on guest requirements and ensure that these are executed.
  • Pre-check all guest requirements three days prior to arrival and again the day before.
  • Pre-check all VIP arrival rooms and ensure that all rooms are clean and ready upon check in.
  • Greet arrivals and escort all Guests to the rooms or suites.
  • Place courtesy calls to the in house guests to ensure guest satisfaction and action on glitch comments if any come up.
  • Ensure that all guest comments and complaints are attended to and that all complaint reporting is carried out and recorded.
  • Be fully conversant with all hotel activities and promotions.
  • Strong product knowledge
  • Attend to daily guest requirements and inquires and help guide them with all necessary arrangements.
  • Prepare all VIP amenities forms and distribute accordingly.
  • Update guest profiles and check the existing one for important updates
  • Represent the Lady in Red at meetings.
  • Ensure good cooperation and regular exchange of information with all departments
  • Joint responsibilities for maintaining standards, revise these regularly and guarantee that these are upheld by targeted training.
  • Hold regular meetings within the department (performance review, information, proposals for improvement)

Competencies:Team-oriented, International etiquette, Hotel industry knowledge, Flexibility, initiative, result-oriented.

Languages: Ability to work and communicate in a multinational environment. English/Arabic is a must, Additional language is beneficial.