Exciting Job Opportunity at Kempinski Hotels
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Are you passionate about delivering top-notch guest experiences in the luxury hospitality sector? Kempinski Hotels in Accra, Greater Accra Region, Ghana, presents a unique job opportunity for a Lady in Red.
As a key part of our guest relations team, you'll have the chance to make a lasting impression by ensuring every guest feels valued and cared for according to the highest standards of Kempinski and LQA.
About the Job:
The Lady in Red is the welcoming face of our hotel, responsible for handling all incoming calls, both internal and external, in a friendly and caring manner. Your role is instrumental in upholding the Kempinski and LQA standards.
Key Responsibilities
- Achieve LQA (Leading Quality Assurance) audit results of 85% and above.
- Maintain an average rating of "5" or higher in the Customer Satisfaction Survey (CSS).
- Promote the hotel and its outlets.
- Minimize guest complaints, and when they do occur, efficiently follow up and report to the Operations team.
- Assist with reception duties in case of an immediate need.
- Effectively communicate the hotel and company philosophy, serving as an internal hotel representative.
- Possess in-depth knowledge of the hotel and the geographical layout of the city and its surroundings.
- Be well-informed about all VIP guests, hotel functions, and special events.
- Gather feedback information on VIP guests daily, checking sources such as Google, Opera PMS company-wide, and briefs. Distribute this information to relevant hotel departments.
- Welcome, assist, and bid farewell to as many guests as possible.
- Provide a warm welcome and room escort for top VIPs and bid them farewell upon departure.
- Collaborate with the Front Office Manager (FOM) and General Manager (GM) to create personalized guest itineraries for top VIPs and coordinate VIP greetings and departures in advance.
- Gather information about a guest's stay for inclusion in the guest history.
- Welcome visitors to the hotel, offer general information, and provide details on internal promotions and directions.
- Handle guest complaints and requests courteously and efficiently. Provide instructions to the relevant staff to ensure optimal guest satisfaction.
- Maintain records of all complaints and requests, follow up, and inform the concerned operating departments.
- Undertake special projects and assigned duties.
- Recognize and engage with guests throughout the hotel.
- Attend and actively participate in daily briefings.
- Report potential and existing hazards and ensure immediate rectification.
- Offer information to all guests regarding the hotel's services and potential internal promotions.
- Communicate any unusual circumstances affecting guest service and expectations to senior management.
- Make decisions on upgrades, complimentary offerings, rebates, etc., following the hotel's policies and procedures.
- Engage in training programs.
Desired Skills and Qualifications
- Bachelor's degree in hospitality or a related field.
- A minimum of 3 years' experience in a managerial role in Front Office or Guest Relations, preferably in an international five-star hotel.
- Experience in Food & Beverage and Sales is a plus.
- Excellent oral and written communication skills.
Technical Competencies:
- Basic knowledge of Hotel Business Operations.
- Proficiency in Microsoft Office Applications.
- Familiarity with Opera PMS.
Individual Competencies
- People-oriented.
- Passionate about European luxury.
- Entrepreneurial spirit.
- Straightforward and flexible.
- Self-contained and motivated.
- Proactive and organized.
- Responsible and patient.
- Customer service-oriented.
- Cross-cultural sensitivity.
- Teamwork and cooperation mindset.
- Quality-oriented, courteous, friendly, and caring.
- A natural sense for luxury.
Application Deadline:
Submit your application by October 31, 2023, to seize this remarkable job opportunity.
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