As Guest Services Agent (GSA), 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.
I will fully embrace, implement, safeguard and internally market the overall Wellness philosophy, concepts and programs such as Sleep With Six Senses, Eat With Six Senses and Grow With Six Senses platforms. All aspects of these wellness initiatives will be adopted and promoted throughout the human resources and training functions.
Responsibilities
In this role, I will assume full responsibility for the efficient operation of all guest experience tasks to provide exceptional products and services within brand operating standards.
I will perform the following relevant tasks for this role:
- As a Guest Services Agent, I will be responsible for all incoming telephone and email communication and redirect it or act upon it accordingly
- I will be responsible of conducting the pre-arrival guest communication
- I will play a vital role in the recording of all guest preferences and make sure it is inserted in the right platform so the teams can prepare on an operational level to exceed guests' expectations
- I will be always ready to provide up to date information on all hotel happenings to our guests and act accordingly, making bookings for the guest directly or passing the information to the Concierge if necessary
- Impeccable telephone etiquette is needed however making the guest feel comfortable by adapting our communication style to theirs
- I will play 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
- I will have the ability to use multiple platforms at the same time while managing various pieces of information
- I will be managing the correct use of our main communication tool with in-house guests, Six Senses App and monitoring the execution of all tasks pending
Qualification
To execute the position of Guest Service Agent, I have the required qualifications, technical skills and experience in a similar or greater role in luxury hotels with proven results. I possess a minimum hospitality diploma/degree from a recognized hospitality school and more than one year’s experience in a similar hotel operational role.
I am a personally involved, visible and proactive host with excellent organizational skills. 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 and I have experience and I am able to work in a cross-cultural environment positively.
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 good knowledge of food and beverage service including kitchen skills. I have excellent knowledge of guest related functions and guest service.
I have an excellent command of written and spoken English with some knowledge of the Spanish and customs.
I will maintain a thorough understanding of Six Senses in terms of guidelines, rules and regulations, brand and operating standards, facilities, and services.
The above is intended to provide an overview of the role and responsibilities for a Guest Services Agent 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 Ibiza is an equal opportunity employer. This policy applies to all terms and conditions of employment.