Job Description

Job Category: Hotel-Front Office
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As GEM, 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.
In this role, I will behave in a professional manner and set an example to all. I will abide by Six Senses principles, core values, best practices, guidelines and objectives, while respecting other cultures and nationalities and projecting a positive and proactive position to help build and maintain a strong, loyal team.
My duties and responsibilities will include:

• 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 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.
• Prepare all arrival amenities such as welcome letter, champagne, shoe bag, cold towels and welcome drinks.
• Offer welcome drink and cold towel on arrival.
• Check if the guest has any clothes for laundering and understands clothing fabrics, care labels on garments and cleaning instructions for pressing.
• Collect any information about special dietary requests, allergies or other safety conditions and coordinate with chef to meet guests at meals.
• Ensure to consolidate guest histories and preferences, and record into the system.
• Recommend, plan, schedule and make arrangement with guests for their preferred activities during the stay.
• Check 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.
• Meet with the guest at appropriate times to communicate daily events, schedules and requests.
• Coordinate guest requirements with other departments and follow up to ensure all queries are handled to maximum satisfaction.
• Understand how to process payments via multiple sources and close accounts and convert money accordingly through foreign currency exchange.
• Knowledge of the room service menus and to take all room service orders and requests.
• Knowledge of different types of treatments at Six Senses Spa and assist on making any bookings.
• Knowledge of all Six Senses properties to be able to arrange accommodation and make travel arrangements to them when on request.
• Handle, follow ups and report on guests' comments and feedback.
• Maintain a high standard of personal appearance, grooming and hygiene.
• Knowledge of all safety, security and emergency procedures related to my position in line with brand and statutory requirements.
• Ensure the privacy of guests, partners and residential owners, I will apply an extra level of protection to any sensitive personal data and use confidential information only to perform my job.
• Upsell all resort facilities and activities.
• Attend meetings and training as required.
• Knowledge and strict adherence to LQA standards.

Qualifications
To execute the position of Guest Experience Maker (GEM), 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 have excellent command of written and spoken English and some knowledge of the local language and customs.
The above is intended to provide an overview of the role and responsibilities for a Guest Experience Maker (GEM) at Six Senses The Palm, Dubai. 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 The Palm, Dubai is an equal opportunity employer. This policy applies to all terms and conditions of employment.

Skills Required