Providing a genuinely personalised and intuitive guest experience based on cultural empathy and understanding of each individual guest’s needs, is the role of the iconic Lady in Red, a highly emblematic position created by Kempinski Hotels ten years back.
As this unique brand ambassador welcomes guests in each hotel of the elegant luxury brand around the globe, every Kempinski Hotel pays tribute to the Lady in Red this year.
On arrival in one of the 79 Kempinski Hotels, the Lady in Red family is instantly recognisable: dressed in a striking and elegant tailor-made red outfit that reflects the sartorial traditions in each destination, the Ladies in Red evoke an authentic sense of place and occasion showcasing the cultural nuance and classic European elegance for which Kempinski is known worldwide.
Dedicated to please and to entertain, these brand ambassadors are alert to any opportunity to go one step beyond to craft unforgettable experiences for well-travelled guests, acting as both the perfect host and a trusted companion during their stay with Kempinski Hotels. They play a pivotal role in every guest stay, they are teamplayers who are very well connected to their colleagues at the Front Office, in the Food & Beverage department and with the concierge.
Benedikt Jaschke, Chief Quality Officer Kempinski Hotels and member of the Management Board, explained that the Lady in Red is a local expert who knows everything there is to know about hotels and the destination.
Whether it’s a special anniversary celebration, a surprise proposal or a once-in-a-lifetime family holiday, they draw upon their passion for craftsmanship, gastronomy and local culture to ensure visitors are well-equipped to live unforgettable memories every time they visit.
He said that the Lady in Red was meant to replace the rather old fashioned guest relations position, which was not iconic at all. He added that they were looking for the extra sparkle of a unique personality with unique responsibilities and who is easy to recognise.
More than 150 Ladies in Red gracefully represent Kempinski over the portfolio, coming from all walks of life and from more than 30 countries. There are even some Gentlemen in Red, for example at the Hotel Adlon Kempinski Berlin, which can be recognised by their red tie and red socks.
Indeed, says Inge Tonnaer, a Lady in Red at Marsa Malaz Kempinski, The Pearl-Doha, a Lady in Red is no mere wallflower.
We are approachable, attentive and curious, but discrete and cultivated at the same time, good-mannered, polite, but also discerning.
She said that they all share the Kempinski perspective on luxury that it must be rare, must be felt and must be original. In fact, they are always ready to pick up on small hints that might reveal how they can add a dash of magic to a guest’s stay.