When did you join Kempinski Hotel Aqaba Red Sea and what is your career background?
I joined Kempinski in 2013. I studied tourism and hospitality management in Seville, Spain and have a master’s degree in international business from Belgium. I have more than 10 years’ experience in customer service, mainly in the hospitality and banking industries.
What is the concept of the “Lady in Red”?
Ladies in Red are hotel ambassadors at Kempinski properties all around the world. We are entrusted to contact guests before their arrival to make sure everything is in accordance with their preferences. We keep a check of their likes, dislikes, and endeavour to exceed their expectations. As soon as they arrive at the hotel, we welcome them and escort them to the reception and then to the room. We assist them during their entire stay, including with restaurant reservations and booking tours. Because we are in red, we are easy to spot and accessible for guests to interact with.
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What is your approach to guest service?
I believe in, and encourage my team members to focus on, personalised services and an individualistic approach, which makes a guest feel special and pampered. It is also important to anticipate their needs and be well-informed at all times.
Is the guest always right or can you say no sometimes?
In the luxury hospitality sector, the guest is always right; we should not say no to their requests and need to be diplomatic when the situation is critical. There are always alternatives that we are well-trained and empowered to suggest to the guests in order to meet their expectations.
What technological tools do you use in the department to manage everyday work?
We mainly use email as the number one communication tool to contact guests and colleagues. We have a group messaging application that helps maintain instant communication with the rest of the team. We have iPads to show our guests possible dining, entertainment, recreation and other options for them to indulge in around the hotel and the city.
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