品牌大使 - 红衣女郎 Lady in Red

【岗位职责】
1. 红衣女郎，作为凯宾斯基品牌特色的宾客关系专员，兼顾品牌形象大使及凯宾斯基文化传播者的角色，她们总是优雅、端庄、专业、亲和，以凯宾斯基专属红色形象呈现。
2. 红衣女郎是凯宾斯基酒店奢华服务的人格化象征，以欧式奢华为核心，结合凯宾斯基八大奢华的定义，为宾客提供超越预期的全周期专属体验，是酒店服务品质、品牌形象与宾客满意度的首要负责人。
3. 带客参观，将酒店形象展示给客人的同时，与客人互动，有能力将酒店细节的设计理念与故事进行传递。
4. 深入了解酒店及城市周边地理环境，能够对客人提出的问题对答如流。
5. 协助酒店管理层，为重要贵宾准备定制行程，并提前协调贵宾迎接与送别事宜。
6. 熟知所有酒店重要贵宾、酒店活动信息及其他需要关注的特殊事件。
7. 确保客人档案的及时更新。
8. 尽可能地迎接、协助并送别每一位客人。
9. 礼貌高效地处理客人投诉与需求，必要时指导相关员工以确保客人满意度。
10. 记录所有投诉与需求，跟进并通知相关运营部门。
11. 向客人提供酒店服务及内部推广信息。
12.根据业务和酒店的需要，随时增加的其他职责和任务。
【Job Responsibilities】
1. The lady in red is not only the guest relations specialist of the hotel, but also serves as the brand ambassador and disseminator of the Kempinski culture at Kempinski. They are always elegant, dignified, professional and approachable, Presented in the exclusive red color scheme of the Kempinski Hotel.
2. The lady in red is the personification of the hotel's luxurious services. Centered around European luxury, combined with the eight major characteristics of Kempinski hotels, she provides guests with an exclusive experience throughout the entire guest journey that exceeds expectations. She is the primary person responsible for the hotel's service quality, brand image, and guest satisfaction.
3. When showing guests around, one not only presents the hotel's image to them but also interacts with them, and has the ability to convey the design concepts and stories behind the hotel's details.
4. Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings, be able to answer guest questions fluently.
5. Liaise with Hotel Management Team, to prepare tailor made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time.
6. Knowledgeable about all VIPs, hotel functions and special events.
7. Ensure timely updating and maintenance of guest profile databases.
8. Greet, assist and bid farewell to guests whenever possible.
9. Address guest requests and complaints courteously and efficiently; guide relevant staff members when necessary to guarantee optimal guest satisfaction.
10. Document all guest complaints and special requests, conduct follow-up tracking, and notify relevant operational departments accordingly.
11. Provide guests with detailed information on hotel facilities, services and in-house promotional activities.
12. Undertake other duties and tasks as required by hotel business operations and management arrangements.
【任职要求】
1. 至少2年以上五星级酒店/国际联号奢华酒店宾客关系或相关岗位工作经验。
2. 有餐饮及销售经验者优先。
3. 有高级别接待服务经验者优先。
4. 优秀的英语口语及书写能力。
5. 掌握其他语言者优先考虑。
6. 管理监督的能力，良好的沟通能力。
7. 熟悉酒店运营及电脑操作。
8. 了解旅游及商务相关知识。
9. 熟悉酒店产品与服务。
10. 熟悉贵宾接待礼仪。
11. 能熟练使用微软办公软件（Word, Excel, PowerPoint）。
12. 红衣女郎身高165cm至168cm， 红衣绅士身高177cm至180cm。
14. 举止得体，形象气质佳。
【Job Requirements】
Minimum of 2 years experience in position in Guest Relations or other relevant position preferably in a five star or international hotel.Food & Beverage and Sales experience is a plus.Experience in high-level VIP hospitality is a plus.Excellent oral and written skills .Additional language – beneficial.Supervisory skills and good communication skills.Luxury Hotel Experiences. Knowledge of hotel operations & Computer systems.General knowledge of tourist and business related information.Knowledge of hotel products and services.Knowledge of VIP welcoming protocol.Proficiency in Microsoft Office (Word, Excel and PowerPoint). Height of Lady in Red 165cm to 168cm,Height of Gentleman in Red 177cm to 180cm.Excellent appearance and professional demeanor.