Guest Experience Maker Coordinator

As Guest Experience Maker Coordinator (GEM), I will fully comprehend the vision of Six Senses to help people reconnect with themselves, others and the world around them and our values of local sensitivity and global sensibility, crafted experiences, emotional hospitality, responsible and caring, fun and quirky and pioneering wellness.  

Sustainability, Wellness and Out of the Ordinary experiences are at the core of everything we do at Six Senses. I will safeguard these pillars and ensure full knowledge and active participation of all our brand initiatives.

Duties and Responsibilities  

As Guest Experience Maker Coordinator (GEM), I will assume full responsibility for the efficient operation in the following:  

• Check guest profiles and guest history prior to the guest arrival and be familiar with all the information.
• Notify concerned departments for guest arrival and ensure that they have the guests’ history and preferences information before the arrival.
• Coordinate with departments for transfer related requests and assist guests with transfers to and from the hotel if required.
• Responsible for the daily operation of the telephone operators, Six Senses app (Okami) during the shift and administrative work.
• Answer all inquiries in an efficient and friendly manner, using guest names whenever possible and routing calls to proper extensions.
• Handle all long distance and local calls and relay message if required.
• Accept and deliver wake-up calls, messages and facsimiles in a timely manner.
• Assist in booking and taking requests for reservations for any resort outlets and Experiences requests.
• Ensure proper handover of all outstanding matters for follow-up at the end of the shift.
• Utilize and ensure proper working condition of the telephone switchboard, guest room telephones and equipment.
• Inform any defects of equipment or PBX system.
• Update general messages and relevant information from the guest via App for internal communication. 
• Knowledge of all facilities and services offered by the resort including all room rates, categories, as well as their location and layout, credit policy of the hotel and reservation coding. Understand the hotel's policy on guaranteed reservations and no-shows.
• Offer welcome drink and cold towel on arrival.
• Escort guests accordingly throughout the resort.
• Collect any information about special dietary requests, allergies or other safety conditions and coordinate with chef to meet guests at meals.
• Strictly adhere to LQA standards and guest comments.  

Qualifications

To execute the position of Guest Experience Maker (GEM), I must have the required qualifications, technical skills and experience in a similar role in luxury hotels with proven results and includes the following:

• High school diploma or equivalent and at least 1 year experience in a similar hotel operational setting. Hospitality diploma/degree from a recognized hospitality school is preferred.
• Technical skills include MS Office – Word, Excel, PowerPoint and Outlook. I am also familiar with various hotel systems including POS, PMS and CRM platforms. I have excellent knowledge of guest related functions and guest service.  
• Fluent in French & English
• European passport or Swiss Valid authorization

The above is intended to provide an overview of the role and responsibilities for a Guest Experience Maker Coordinator (GEM) at Six Senses Crans Montana. It is not and does not infer that the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent to the position.

Six Senses Crans Montana is an equal opportunity employer. This policy applies to all terms and conditions of employment.