Job Description/Specification:
Kempinski is seeking a professional and highly personable Lady in Red to join its Rooms Division, Front Office & Guest Services team in Doha. The Lady in Red serves as an ambassador of the hotel and an extension of the General Manager, creating personalized guest experiences while ensuring the highest standards of luxury hospitality and guest satisfaction.
The role focuses on building strong relationships with hotel guests, particularly VIPs, coordinating personalized arrivals and departures, managing guest requests and complaints, and communicating relevant guest information across departments. The successful candidate should possess exceptional communication, interpersonal, problem-solving, and luxury guest-service skills.
About This Role
As the Lady in Red, you will represent the hotel and its philosophy at every guest interaction. You will proactively engage with guests throughout the property, anticipate their needs, and ensure requests are handled efficiently and professionally.
You will work closely with the General Manager, Front Office Manager, and other hotel departments to coordinate VIP experiences, maintain accurate guest profiles, communicate important guest preferences, and resolve issues promptly. The position requires strong knowledge of the hotel, Doha, local attractions, and available hotel services.
Key Responsibilities
Guest Relations & VIP Services
- Welcome, engage with, facilitate, and bid farewell to hotel guests throughout their stay.
- Personally welcome, escort, and bid farewell to top VIP guests whenever required.
- Coordinate VIP arrivals, departures, greetings, and personalized guest experiences.
- Work with the General Manager and Front Office Manager to prepare tailored itineraries for VIP guests.
- Proactively engage with guests throughout the hotel and identify opportunities to enhance their experience.
- Provide accurate information about hotel services, facilities, promotions, events, and local attractions.
Guest Information & Communication
- Maintain detailed knowledge of hotel operations, facilities, services, functions, and special events.
- Develop strong knowledge of Doha, local attractions, restaurants, entertainment, and surrounding areas.
- Collect relevant guest and VIP information from approved hotel systems, briefings, guest profiles, and other available sources.
- Ensure guest preferences, requests, and relevant information are accurately updated in guest profiles and histories.
- Communicate important guest information to relevant hotel departments through appropriate reports, briefings, or internal communication channels.
Guest Complaints & Service Recovery
- Handle guest complaints, requests, and concerns professionally, courteously, and efficiently.
- Take appropriate action to resolve guest issues and provide instructions to relevant departments when required.
- Maintain accurate records of complaints and requests.
- Follow up with operating departments to ensure requests are completed and guest concerns are resolved.
- Use appropriate decision-making authority to support guest satisfaction in line with hotel policies.
Hotel Representation & Coordination
- Represent the hotel's philosophy and values in all guest interactions.
- Serve as an ambassador for the hotel and support the General Manager in guest relations activities.
- Coordinate with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to deliver seamless guest experiences.
- Attend daily briefings and communicate relevant guest-service information.
- Escalate unusual circumstances or issues that could affect guest expectations or hotel service to Senior Management.
Operational Standards & Compliance
- Follow hotel policies, procedures, service standards, and guest-relations protocols.
- Exercise authority regarding upgrades, complimentary services, rebates, and other guest recovery measures within approved policies.
- Identify and immediately report potential or existing safety hazards.
- Participate in hotel training and professional development programs.
- Complete special projects and other duties assigned according to business requirements.
Minimum Requirements
Education
- Hospitality, Hotel Management, Tourism, or a related qualification is preferred.
Experience
- Previous experience in luxury hospitality, guest relations, front office, concierge, VIP services, or hotel operations is highly desirable.
- Experience working with VIP guests and high-profile clientele is an advantage.
- Previous experience in a 5-star hotel environment is preferred.
Professional Skills
- Exceptional guest-service and interpersonal skills.
- Excellent verbal and written communication abilities.
- Strong knowledge of luxury hospitality standards.
- Confident and professional personality with excellent presentation.
- Strong problem-solving and decision-making capabilities.
- Ability to anticipate guest needs and deliver personalized service.
- Strong organizational skills and attention to detail.
- Ability to handle confidential guest information professionally.
- Strong teamwork and cross-departmental coordination skills.
Technical Skills
- Familiarity with hotel property management systems such as OPERA PMS is an advantage.
- Guest profile and guest history management.
- VIP arrival and departure coordination.
- Guest complaint management and service recovery.
- Hotel reporting and internal communication.
- Knowledge of hotel facilities, services, promotions, and events.
- Familiarity with Doha's geographical layout, attractions, and hospitality landscape.
Key ATS Keywords
Lady in Red, Kempinski, Guest Relations Officer, Guest Relations Executive, VIP Guest Relations, Guest Services, Front Office, Hotel Ambassador, Luxury Hospitality, VIP Services, Guest Experience, Hotel Guest Relations, Concierge, Guest Complaint Management, Service Recovery, VIP Arrivals, VIP Departures, Guest Profile Management, OPERA PMS, Guest History, Hotel Operations, Front Office Operations, 5-Star Hotel, Luxury Hotel, Hospitality Jobs Doha, Hotel Jobs Qatar.
CV Tips for This Role
Highlight experience in luxury hotels, guest relations, front office, concierge, VIP services, or personalized guest experience. Emphasize your ability to interact confidently with high-profile guests, coordinate VIP arrivals and departures, resolve complaints, and anticipate guest requirements.
Include experience with OPERA PMS or other hotel systems, guest profile management, VIP itineraries, service recovery, hotel promotions, and cross-departmental coordination. Strong knowledge of Doha and local attractions should also be highlighted.
Your CV should demonstrate a polished professional image, excellent communication skills, discretion, cultural awareness, and a strong understanding of luxury hospitality standards.
Application Tips
Tailor your CV to focus on VIP guest relations, personalized service, guest satisfaction, service recovery, and luxury hospitality. Use measurable achievements where possible, such as improvements in guest satisfaction, successful VIP event coordination, or recognition for exceptional guest service.
Candidates should clearly demonstrate their experience working with senior executives, VIPs, international guests, and multicultural teams. Strong knowledge of hotel operations and the ability to make appropriate decisions under pressure will strengthen your application.