Job description
GEX - Guest Experience Manager
As a Guest Experience & Concierge Manager, 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 and develop hosts to be the very best they can be.
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 its strategic planning and development and ensure all directives, practices, and initiatives are implemented, embraced, and adopted within the resort.
Duties and Responsibilities
In this role, I will assume full responsibility for the efficient operation of the Guest Experience & Concierge team to provide exceptional guest experience, products, and services within brand operating standards.
In this position, I commit to:
• Ensure that all set policies, procedures, best practices are in place and rigorously enforced.
• Work in partnership with all the resort departments to ensure guests’ needs are determined /met and oversee the overall smooth operation of guest experience.
• Interact with guests and hosts in a professional, courteous, and positive manner and proactively seek feedback.
• Having a thorough knowledge of all facilities and services offered by the resort as well as a sound knowledge of the food and leisure market in Ibiza.
• A high standard of personal appearance, grooming and hygiene, plus comprehensive knowledge of safety, security and emergency procedures will be maintained by myself and all hosts in line with brand and statutory requirements.
• Be responsible for an exceptional guest experience from arrival to departure. In the event of guest complaints, I will effectively carry out service recovery or help our hosts to do so to the satisfaction of guests.
• Handle guest complains and provide assistance to guest’s special request whenever required.
• Maintain great relationships with all vendors
• Ensure creative thinking to come up with fun and quirky experiences / itineraries for our guests
• Ensure administrative skills for monthly reconciliations and for correct recording of all financial aspects of the department
• Be a clear communicator: able to give clear directions to two teams with very different job areas
• Maintain a guest-oriented profile with the clear objective of creating memorable moments for our guests with out of the ordinary itineraries
• Provide clear directions to the team. Acts as a mentor for the team hosts and manage by supervising, guiding, and motivating them.
• Be able to discipline the team when needed and praise when required
• Understand the importance of standards and conducts audits to ensure they are in place
• Be able to guide and oversee communications with guests during pre-arrival, stay and post-departure phases.
• Be fully conversant with all health and safety, fire and emergency procedures.
• Be able to use multiple platforms at the same time while managing various pieces of information.
• Manage the correct use of our main communication tool with in-house guests, Six Senses App and monitoring the execution of all tasks pending.
• As a Guest Experience & Concierge Manager, I will supervise and perform when needed all the Guest Services & Concierge Agents daily tasks.
• Impeccable telephone etiquette is needed however making the guest feel comfortable by adapting our communication style to theirs.
• The Guest Experience & Concierge Manager plays a particularly key role in various stages of our guest journey therefore they need to be extremely comfortable with understanding all our processes but also all LQA and Forbes Standards.
• Perform any additional duties given to me by the Front of House Manager.
Qualification
To execute the position of Guest Experience & Concierge Manager, I have the required qualifications, technical skills and experience in a similar or greater role in luxury hotels with proven results and including the following:
• Possess a minimum of three years total experience in similar hotel operational role.
• In terms of frontline rooms management, I have an intuitive sense of product and service quality, a passion for excellence and an understanding of the sophisticated needs of the luxury customer.
• I am a responsive, engaged and interactive leader, capable of building strong positive relationships with hosts that results in a shared vision of success for the operation, demonstrated ability to leverage shared resources, undertake training as needed and to manage through influence.
• Technical skills include Advanced 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 is a plus.
• 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 & Concierge Manager at Six Senses Ibiza. It is not and does not infer that the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent in the position.
Six Senses is an equal opportunity employer. This policy applies to all terms and conditions of employment.
