Duties And Responsibilities
As Guest Experience Maker Supervisor (GEM), I will assume full responsibility for the efficient operation in the following areas:
1. Review arrivals and departures to plan for the next day’s activities. Coordinate arrivals, departures, and billing requirements. Block rooms for arrivals and ensure any discrepancies are resolved.
2. Review daily arrivals and departures to ensure proper handling of Special Guests, VIP Guests, and Groups.
3. Ensure rooms are checked prior to guest check-in to ensure they are clean, properly equipped, and maintained to high standards.
4. Implement and maintain a guest recognition program.
5. Assist in scheduling, training, and providing feedback to the GEM team.
6. Handle guest feedback, inquiries, and comments. Log them, initiate appropriate action, and follow up.
7. Be responsible for evacuation procedures in case of emergencies, acting as the first point of contact for guests and emergency services; ensure guests’ safety and comfort.
8. Supervise checking guest profiles and history prior to arrival and be familiar with all information.
9. Notify concerned departments of guest arrivals and ensure they have guests’ history and preferences before arrival.
10. Coordinate with other departments for transfer requests and supervise guest transfers to and from the hotel.
11. Ensure rooms are prepared according to guest preferences and standards, including filling minibar and wine cooler prior to arrival and meeting all special requests.
12. Have knowledge of room rates and suggest upselling when appropriate.
13. Consolidate guest histories and preferences into the system.
14. Supervise the accuracy of registration cards and guest documents, ensuring proper registration and confirmation by resort management.
15. Supervise payments through multiple sources, close accounts, and handle currency exchange as needed.
16. Ensure guest satisfaction, manage key collection, and oversee billing procedures to minimize rebates during checkout, bidding farewell to guests.
17. Maintain departmental administration, preparing and submitting operational reports timely.
18. Ensure departmental equipment is clean and functional, liaising with engineering for maintenance issues.
19. Attend meetings and training as required.
20. Uphold Six Senses standards and guest comments, exceeding performance benchmarks.
21. Adhere strictly to LQA standards and guest feedback.
22. Perform additional tasks assigned by the GEM Manager.
Qualifications
To qualify for the Guest Experience Maker Supervisor (GEM) role, I possess the necessary qualifications, technical skills, and experience in a similar luxury hotel setting, including:
* High school diploma or equivalent with at least 1 year of experience in hotel operations. Hospitality diploma/degree from a recognized institution is preferred.
* Technical skills in MS Office (Word, Excel, PowerPoint, Outlook) and familiarity with hotel systems such as POS, PMS, and CRM platforms.
* Excellent knowledge of guest services and related functions.
* Fluent in English and French.
* European or Swiss passport.
While I may not meet every single requirement, I believe I am a great fit for this role and am eager to contribute to your team. I look forward to the opportunity to apply.
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