Guest Experience Maker - New Hotel Opening

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

• Check guest profiles, preferences and history prior to arrival to ensure familiarity with all relevant information.

• Notify concerned departments of upcoming guest arrivals, ensuring they receive all relevant guest history, preferences and special requests in advance.

• Coordinate transfer-related requests with the relevant departments and assist guests with transfers to and from the hotel when required.

• Prepare all arrival amenities, including welcome letters, champagne, shoe bags, cold towels, welcome drinks and other personalized amenities as applicable.

• Offer welcome drinks and cold towels upon arrival and escort guests throughout the resort when required.

• Recommend, plan, schedule and arrange personalized activities and experiences according to guests' preferences.

• Maintain knowledge of fire and safety procedures, emergency protocols and evacuation exits.

• Upsell all resort facilities and experiences, including the spa, LIFE and restaurants.

• Ensure all departmental equipment is kept clean and in good working condition.

• Uphold Six Senses guidelines and standards of service and operation, ensuring that individual performance benchmarks are consistently maintained and exceeded.

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

• Prepare personalized welcome letters for assigned guests on a daily basis.

• Coordinate daily inspections of assigned arriving suites with Housekeeping, Maintenance and In-Room Dining, ensuring that rooms meet the highest standards of cleanliness, maintenance, equipment and welcome amenities. The GEM is responsible for the final verification before the room is considered inspected.

• Proactively collect guests' preferred timings for morning Housekeeping and Turndown services, coordinating with the relevant departments to ensure these preferences are respected.

• Proactively offer minibar customization according to guests' preferences, including product selection, quantities and preferred replenishment times, coordinating daily minibar servicing with In-Room Dining.

• Perform packing and unpacking services upon request.

• Provide a courtesy call to all assigned guests arriving at the property each day to ensure their initial satisfaction and address any immediate needs.

• Contribute relevant information about special guests to maintain and enhance the resort's VIP recognition program.

• Record and update relevant guest information in the Daily What's Up Report and PMS, ensuring guest profiles and histories remain accurate and comprehensive for future stays.

• Prepare the Front of House section of the Daily What's Up Report.

• Attend daily operational meetings and share relevant guest information with the team.

• Handle guest complaints, suggestions and compliments, ensuring they are appropriately recorded in the HUB system, promptly addressed and followed up until resolution.

• Prepare and coordinate all personalized service recovery amenities when required.

• Anticipate guests' needs and proactively identify service trends and gaps to ensure a seamless guest experience.

• Meet daily with guests appearing in the VIP Report at appropriate times to assess their experience and satisfaction, communicate daily events, schedules, offers, promotions and activities, and report relevant feedback to the GEM Manager and/or Duty Manager.

• Coordinate guest requirements with the relevant departments and follow up to ensure all requests are handled promptly and to the highest level of guest satisfaction.

• Maintain comprehensive knowledge of Six Senses Spa treatments and assist guests with recommendations and reservations.

• Maintain up-to-date knowledge of packages, promotions, special offers, benefits and discounts related to guest reservations and accounts.

• Coordinate with Housekeeping to ensure daily suite cleaning and Turndown services are completed according to guests' preferred time frames.

• Coordinate with In-Room Dining to ensure daily minibar cleaning, replenishment and servicing are completed according to guests' preferred time frames.

• Be proactive and well-organized when requesting days off, vacations or festive-day compensation, following the guidelines of the FOH management team.

• Remain open to continuous positive and constructive feedback.

• Perform any additional tasks assigned by the Front of House Manager.

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 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 Experience Maker (GEM) 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.