Guest Experience Maker - Front Office

As Guest Experience Maker (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. 
• Prepare all arrival amenities such as welcome letter, champagne, shoe bag, cold towels and welcome drinks. 
• Offer welcome drink and cold towel on arrival. 
• Escort guests accordingly throughout the resort. 
• Recommend, plan, schedule and make arrangement with guests for their preferred activities during the stay.
• Knowledge of fire & safety procedures and exits.
• Upsell all resort, spa, LIFE and restaurant facilities.
• Ensure all equipment of the department is kept clean and in good working condition. 
• 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. 

Qualifications

To execute the position of Guest Experience Maker (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 English.

The above is intended to provide an overview of the role and responsibilities for a Guest Experience Maker (GEM) at Six Senses Fort Barwara 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.