GEM Shift Leader (Winter Season) - Six Senses Crans Montana

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

• Review arrivals and departures to plan for the next day’s activities. Coordinate arrivals, departures and billing requirements. Block rooms for arrivals and ensures any discrepancies are resolved.
• Review daily arrivals and departures to ensure proper handling of Special Guests, VIP Guests and Groups.
• Ensure rooms are checked prior to guest’s check-in to ensure they are clean, properly equipped and in a high standard of maintenance.
• Implement and maintain guest recognition program.
• Assist in scheduling, training and providing feedback to GEM team.
• Handle guest feedbacks, inquiries, and comments. Log them and initiate appropriate action and follow up.
• Be responsible for evacuation, in cases of emergency, acting as first point of contact for guests and the emergency services; be accountable for guests’ safety and comfort.
• Supervise 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 and support the coordination with other departments for transfer related requests and supervise the guests transfers to and from the hotel.
• 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.
• Knowledge on room rates and suggesting upselling when necessary.
• Ensure to consolidate guest histories and preferences, and record into the system.
• Supervise that 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.
• Supervise payments via multiple sources and close accounts and convert money accordingly through foreign currency exchange.
• Ascertain guest satisfaction, collect keys, ensure that all guest billing procedures are handled correctly, minimizing rebates during check out and bid guest farewell.
• Maintain efficient administration within the department preparing and submitting operational reports on time.
• Ensure all equipment of the department is kept clean and in good working condition.
  Liaise with engineering to ensure swift response to room maintenance problems.
• Attend meetings and training as required.
• Upkeep Six Senses guidelines and standards of service and operation. My performance benchmarks are maintained and exceeded.
• Strictly adhere to LQA standards and guest comments.
• Perform any additional tasks given to me by the Front Office Manager

Qualifications

• To execute the position of Guest Experience Maker (GEM) Shift Leader, 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 & in English
• European Passport , Swiss work valid authorization

The above is intended to provide an overview of the role and responsibilities for a Guest Experience Maker (GEM) Shift Leader at Six Senses Crans Montana 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 Crans Montana is an equal opportunity employer. This policy applies to all terms and conditions of employment.