Lady in Red – Guest Relations / Butler

About the role

The Lady in Red is the iconic Hotel Ambassador for Kempinski Doha, acting as the extended arm of the General Manager. You will welcome, assist, and bid farewell to guests, ensuring the highest standards of service and immediate decision‑making for guest wellbeing.

Key responsibilities

• Communicate the hotel’s philosophy and represent the brand internally and externally.
• Maintain in‑depth knowledge of the hotel, city layout, VIP guests, and special events.
• Collect and distribute VIP feedback via daily fact sheets, newsletters, and guest profiles.
• Welcome, escort, and bid farewell to top VIPs, preparing tailored itineraries in coordination with the Front Office Manager and General Manager.
• Handle guest complaints and requests politely, directing staff as needed and maintaining a record of all issues.
• Provide guests with information on services, promotions, and internal offerings.
• Make decisions on upgrades, comps, and rebates according to hotel policies.
• Participate in daily briefings, training programmes, and special projects.

Required profile

• Excellent communication and interpersonal skills with a guest‑centric mindset.
• Ability to make swift, empowered decisions for guest satisfaction.
• Strong knowledge of hotel operations, local geography, and VIP handling.
• Proactive attitude in gathering and sharing guest information across departments.
• Professional demeanor to represent senior management in unusual circumstances.

Required skills

• Opera Property Management System (PMS) – for guest data and feedback handling.