Guest Service Agent

As Guest Service Agent, 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 Service Agent, I will assume full responsibility for the efficient operation in the following: 

• Assume full responsibility for the efficient operation of all Guest Experience tasks, ensuring the delivery of exceptional products and services in accordance with brand operating standards.

• Oversee the daily operation of telephone services during the shift, including related administrative duties and coordination of telephone operators.

• Ensure that all established policies, procedures and best practices are in place and rigorously followed.

• Maintain high standards of personal appearance, grooming and hygiene, as well as comprehensive knowledge of safety, security and emergency procedures, in line with brand and statutory requirements.

• Ensure that all departmental activities are carried out ethically, honestly and in compliance with local laws and regulations.

• Interact with guests and hosts in a professional, courteous and positive manner, proactively seeking feedback and ensuring an exceptional guest experience from arrival to departure.

• Answer all guest enquiries efficiently and courteously, using guest names whenever possible and ensuring calls are directed to the appropriate extensions or departments.

• Handle incoming and outgoing local and international calls, relaying messages whenever required.

• Coordinate and deliver wake-up calls, guest messages and facsimiles accurately and in a timely manner.

• Effectively handle guest complaints and carry out service recovery, or coordinate with the relevant hosts to ensure guest satisfaction.

• Maintain comprehensive knowledge of all resort facilities and services, including room categories, locations and layouts, hotel credit policies, reservation codes, guaranteed reservation policies and no-show procedures.

• Manage all incoming telephone calls and email communications, ensuring they are appropriately handled, actioned or redirected to the relevant departments.

• Conduct pre-arrival guest communications to ensure a seamless and personalised guest journey.

• Record all guest preferences accurately in the appropriate platforms, ensuring relevant teams have the necessary information to prepare operationally and exceed guest expectations.

• Assist with taking and managing reservation requests and bookings for the Restaurant, Spa and Kids' Club, ensuring accurate communication and follow-up.

• Provide guests with up-to-date information on all hotel activities and happenings, making bookings directly when required or coordinating with the Concierge team.

• Maintain impeccable telephone etiquette while adapting communication style to each guest to create a comfortable and personalised interaction.

• Demonstrate a thorough understanding of all guest journey processes, ensuring consistent compliance with LQA and Forbes Standards.

• Effectively operate multiple platforms simultaneously while managing different tasks, requests and information.

• Ensure the correct use of the Six Senses App as the main communication tool with in-house guests, while monitoring and following up on all pending tasks to ensure timely execution.

• Ensure a comprehensive handover of all outstanding matters at the end of each shift, facilitating effective communication and continuity of service.

• Maintain the telephone switchboard, guest room telephones, facsimile machines and all departmental equipment in proper working condition, ensuring they are clean, functional and well maintained.

• Consistently uphold Six Senses guidelines and standards of service and operations, ensuring that individual performance benchmarks are met and exceeded.

• Strictly adhere to LQA standards and take guest feedback and comments into consideration to continuously improve service delivery.

  Qualifications

  To execute the position of Guest Service Agent, 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.
• Fluent in English and Spanish.

• Valid Spanish Work Permit or European Union citizenship is required for this role.

  The above is intended to provide an overview of the role and responsibilities for a Guest Service Agent at Six Senses Quexigal Palace. 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 Quexigal Palace is an equal opportunity employer. This policy applies to all terms and conditions of employment.

  Who we are

  Six Senses serves as a changemaker and maintains a leadership commitment to community, sustainability, emotional hospitality, wellness, and crafted experiences, infused with a touch of quirkiness.

  Whether an exquisite island resort, mountain retreat, or urban hotel; Six Senses unites a diverse, multinational, and multicultural portfolio of properties. Each host brings to life the values in their own way, while delivering on the brand’s vision: to reawaken people’s senses so they feel the purpose behind their travels and ultimately reconnect with themselves, others, and the world around them.

  You’re about to be the author of this journey that takes you through life’s undiscovered passageways, hidden treasures, and meaningful experiences.

  It’s a story unlike any other. Out of the ordinary, one could say. A journey across lands and seas, a tale about what it means to connect to the world around us.

  Let the journey begin.

  Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today