Lady In Red (Guest Relations) - Egyptians Only

Application Deadline: 1 September 2025

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: Egypt - Cairo

Reporting To: Lady In Red Manager

Compensation: ج.م0 / month

DescriptionSCOPEThe Lady in Red is an iconic symbol of Kempinski and is in essence the Hotel Ambassador (or First Lady). As an extended arm of the General Manager 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.
OVERALL OBJECTIVES
The job of Lady in Red is executed satisfactorily when:\nLQA (Leading Quality Assurance) audit results are 85% and above.\nCSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.\nHotel and Outlets are promoted.\nGuest complaints are minimized and if occur followed up efficient and are reported to Operations team.\nIn case of immediate need, the Lady in Red helps with reception duties. \n


Key ResponsibilitiesMAIN RESPONSIBILITIES\nCommunication of hotel & company philosophy and internal hotel representation.\nHave an in-depth knowledge of the hotel and the geographical layout of the city / surroundings.\nKnowledgeable about all VIPs in-house, hotel functions and special events.\nCollect 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.\nWelcome, facilitate and bid farewell to as many guests as possible.\nTop VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.\nLiaise 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.\nObtain as much information about a guest’s stay to be entered in the guest history.\nWelcome visitors to the hotel, assist with general information, internal promotions and directions.\nHandle guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.\nMaintain a record of all complaints and requests, follow up and inform concerned operating departments.\nPerform special projects and related duties as assigned.\nWalk throughout the hotel recognizing guests and engage with them appropriately.\nAttend & participate in daily briefings as scheduled.\nReport potential and existing hazards and rectified immediately.\nProvide information to all guests regarding the services and possible internal promotions of the hotel.\nSenior Management on any unusual circumstances that might affect guest service and expectation.\nTake decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.\nParticipate in training programmes.\nAdditional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.\n

\n

Skills, Knowledge and Expertise\nGENDER: Female

NATIONALITY: Eligible for a working permit in country of hire\nEXPERIENCE: To fill the position, one of the following is required:\nMinimum of 3 years experience in a Manager level position in Front Office or Guest Relations preferably in an international five star hotel\nFood & Beverage and Sales experience is a plus\n\nLANGUAGE: Ability to work and communicate in a multinational environment:\nLocal language – excellent oral and written skills (as applicable)\nEnglish – excellent oral and written skills\nAdditional language - beneficial\n\nCOMPETENCIES: Include the skills the candidate must have to fill this position\nSupervisory skills\nLuxury Hotel Experiences \nGood Communication skills\nKnowledge of hotel operations & Computer systems\nGeneral knowledge of tourist and business related information\nKnowledge of hotel products and services\nKnowledge of VIP welcoming protocol\n\nTECHNICAL COMPETENCIES: Computer literacy adapted to the field of training:\nProficiency in Microsoft Office (Word, Excel and PowerPoint)\nAdvanced knowledge of Opera\nBasic knowledge of Micros\n\nINDIVIDUAL CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:\nPeople Oriented\nPassionate for European luxury\nEntrepreneurial\nStraightforward\nflexible\nSelf contained\nMotivated\nPro-active\nOrganized\nResponsible\nPatient\nCustomer Service Orientation\nCross Cultural Sensitive\nTeamwork / Cooperation minded\nQuality oriented\nCourteous\nFriendly and caring\nNatural sense for luxury\n\nOTHER SKILLS: Depending on region and property.

BenefitsFounded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.

Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisine and unrivalled facilities - complemented by impeccable service.

For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.

In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.