Job Description

The incumbent in the position is responsible for Supervising the Guest Relation Section and providing the highest professional services in accordance with Kempinski's policies, procedures and service standards. They also act as a representative of the hotel management and handle all guest relation matters brought to their attention, to the satisfaction of the guest.




The job of

Guest Relations Supervisor

is executed satisfactorily when:Audit results are 85% and above. CSS (Customer Satisfaction Survey) results are rated on an average with "5" and above. Hotel and Outlets are promoted. Guest complaints are minimized and if occur followed up efficient and are reported to Operations team. In case of immediate need, the Guest Relations Supervisor helps with reception duties. Key Responsibilities


Communication of hotel & company philosophy and internal hotel representation. Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings. Be knowledgeable about all VIPs in-house, hotel functions and special events. Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile. Welcome, facilitate and bid farewell to as many guests as possible. Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure. Liaise with GRM and FOM, to prepare tailor made guest itinerary for Top VIP's when appropriate and coordinate VIP greetings and departures - ahead of time. Obtain as much information about a guest's stay to be entered in the guest history. Welcome visitors to the hotel, assist with general information, internal promotions and directions. Handle guest complaints and requests in a polite and efficient manner; give further instructions to the relevant staff if needed to ensure optimal guest satisfaction. Maintain a record of all complaints and requests, follow up and inform concerned operating departments. Perform special projects and related duties as assigned. Walk throughout the hotel recognizing guests and engage with them appropriately. Attend & participate in daily briefings as scheduled. Report potential and existing hazards and rectified immediately. Provide information to all guests regarding the services and possible internal promotions of the hotel. Senior Management on any unusual circumstances that might affect guest service and expectation. Participate in training programmes. Skills, Knowledge and Expertise


Minimum of 3 years experience in a Supervisory level position in Front Office or Guest Relations preferably in an international five star hotel Local language - excellent oral and written skills (as applicable) English - excellent oral and written skills Additional language - beneficial Hotel Apprenticeship Higher College Education Benefits


Living and working in the heart of the Alps in Central Switzerland A wide range of creative opportunities A pleasant working atmosphere in a young and dynamic team International career prospects and development opportunities Outstanding employee benefits in all Kempinski hotels, among others A wide range of dishes in our staff restaurant Free Wi-Fi and parking spaces About Kempinski Palace Engelberg


Located high in the mountains in the heart of Switzerland, the Kempinski Palace Engelberg impresses with a unique blend of refreshing Swiss hospitality, warm five-star luxury service and a wealth of activities. The Kempinski Palace Engelberg is a place where memories are made.

Application Deadline

March 15, 2026

Department

Rooms Division, Front Office & Guest Services

Employment Type

Permanent - Full Time

Location

Switzerland - Engelberg

Workplace type

Onsite

Reporting To

Front Office Manager