Guest Experience Maker (Front Office)

Vision and Values

As GEM, I fully comprehend the vision of Six Senses to help people reconnect with themselves, others and the world around them, plus our values of local sensitivity and global sensibility, crafted experiences, emotional hospitality, responsible and caring, fun and quirky and pioneering wellness. By embracing the Six Senses vision and values, I will deliver an exceptional experience for guests.  

Wellness

I will fully embrace and safeguard the wellness philosophy, concepts, programs and brand initiatives. This includes playing an active role and participating regularly in our Mission Wellness activities.  

Sustainability

Sustainability is at the core of everything we do at Six Senses. I will ensure to follow all directives on environmental protection and preservation, re-usage and minimum wastage, purchasing and packaging. I will maintain a harmonious and sensitive approach to our environment and cultural surroundings.

Out of the Ordinary

I will deliver Out of the Ordinary experiences that harmonizes with our brand values and combine quirky element of surprise to take any regular moment and craft it into a beautiful memory.

Operational Ownership

In this role, I will behave in a professional manner and set an example to all. I will abide by Six Senses principles, core values, best practices, guidelines and objectives, while respecting other cultures and nationalities and projecting a positive and proactive position to help build and maintain a strong, loyal team.

My duties and responsibilities will include:

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.  

Ensure the room is prepared according to the guests’ preference and as per standards including mini bar and wine cooler filled prior to arrival and all special requests have been met.  

Prepare all arrival amenities such as welcome letter, champagne, shoe bag, cold towels and welcome drinks.  

Offer welcome drink and cold towel on arrival.  

Check if the guest has any clothes for laundering and understands clothing fabrics, care labels on garments and cleaning instructions for pressing.  

Collect any information about special dietary requests, allergies or other safety conditions and coordinate with chef to meet guests at meals.  

Ensure to consolidate guest histories and preferences, and record into the system.  

Recommend, plan, schedule and make arrangement with guests for their preferred activities during the stay.  

Check all information on registration card and cross check with correspondence for accuracy and all guest documents are filled, registered and confirmed by the resort management.  

Meet with the guest at appropriate times to communicate daily events, schedules and requests.  

Coordinate guest requirements with other departments and follow up to ensure all queries are handled to maximum satisfaction.  

Understand how to process payments via multiple sources and close accounts and convert money accordingly through foreign currency exchange.  

Knowledge of the room service menus and to take all room service orders and requests.  

Ensure different food service meals are delivered according with resort guidelines.  

Knowledge of different types of treatments at Six Senses Spa and assist on making any bookings.  

Offer packing service for the guest and ensure luggage pick and transfer confirmation.  

Able to deliver specific valet services such as room service, shoeshine, packing and unpacking service, preparation of beverages and activate voice mail from the system.  

Comprehend the process for bed making, baby cots, rollaway beds and turndown service.  

Knowledge of all Six Senses properties to be able to arrange accommodation and make travel arrangements to them when on request.  

Knowledge of countries within reasonable reach and what they have to offer.  

Knowledge of history and demographical facts about current country.  

Knowledge of flora and wildlife found on the property.  

Handle, follow ups and report on guests’ comments and feedback.  

Maintain a high standard of personal appearance, grooming and hygiene.

Knowledge of all safety, security and emergency procedures related to my position in line with brand and statutory requirements.

Ensure the privacy of guests, partners and residential owners, I will apply an extra level of protection to any sensitive personal data and use confidential information only to perform my job.

Ensure all equipment of the department is kept clean and in good working condition.

Upsell all resort facilities and activities.

Attend meetings and training as required.

Knowledge and strict adherence to LQA standards.

Perform any additional tasks given to me by supervisor/management.