Guest Relations Intern (Only Female)

The overall scope of the job includes welcoming and assisting guests in the lobby, executive lounge, and front desk areas, providing a courteous, professional, efficient, and flexible service consistent with the standards of the hotel and in line with Kempinski’s DNA values in order to maximize guest satisfaction, loyalty, and brand engagement.

Key Responsibilities

• Report to duty punctually wearing the correct uniform, clean and well-pressed, including appropriate polished shoes and nametag at all times according to the hotel's dress code and Kempinski grooming standards, maintaining a high standard of personal appearance and hygiene.
• Deliver a courteous, professional, warm, and efficient service to all hotel guests at all times.
• Assist with welcoming and escorting VIPs, long-stay guests, and returning visitors upon arrival and departure.
• Be thoroughly knowledgeable of all services, facilities, room categories, dining venues, and recreational offerings available within the hotel, as well as local attractions and events.
• Engage actively with guests in the lobby and executive areas to gather feedback, promote hotel offerings, and identify opportunities for upselling or tailoring experiences.
• Assist in operating the property management system (Opera) based on the assigned level of training and responsibility.
• Handle guest enquiries, reservations, and special requests promptly and efficiently.
• Report guest complaints or concerns immediately to supervisors and follow through to ensure appropriate service recovery and guest satisfaction.
• Ensure that the guest relations desk, executive lounge, and surrounding lobby areas remain neat, presentable, and organized at all times.
• Understand and strictly adhere to the rules and regulations established in the hotel’s policy manual, emergency protocols, and health and safety policies.
• Maintain a positive rapport and smooth communication with Front Office colleagues and cross-functional hotel departments.
• Attend and contribute to daily shift briefings, departmental meetings, and hotel-initiated training sessions.
• Project a positive, motivated attitude and demonstrate calm composure and self-control at all times.
• Undertake reasonable tasks, ad-hoc projects, and secondary duties as assigned by the Department Head or supervisors.
• Additional responsibilities and tasks may be assigned based on business demands and operational requirements of the hotel.