Overview
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.
* Ensure all equipment of the department is kept clean and in good working condition.
* Upkeep Six Senses guidelines and standards of service and operation.
* Strictly adhere to LQA standards and guest comments.
Qualifications
* To execute the position of Guest Experience Maker Coordinator (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
* EU or Swiss Passport
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