Guest Experience Maker (GEM) - Six Senses Crans Montana

IHG Hotels & Resorts; Chermignon; On-site; CHF 60,000 - 90,000; Full time

Job summary

Six Senses Crans Montana seeks a Guest Experience Maker (GEM) to deliver exceptional hospitality by managing guest profiles, arrivals, transfers, and personalized experiences. The role focuses on coordinating with departments to curate guest itineraries and upsell resort facilities.

Fluency in English and French, with at least 1 year in a luxury hotel operation, and proficiency in MS Office and hotel systems are required. This is an on-site position with equal opportunity employment.

Qualifications

• High school diploma or equivalent with 1 year in a similar hotel operation.
• MS Office and hotel systems knowledge (POS, PMS, CRM).
• Fluent in English and French.
• EU passport or Swiss work authorization.

Responsibilities

• Check guest profiles and history prior to arrival and be familiar with all information.
• Notify concerned departments for guest arrival and ensure guest history and preferences are shared before arrival.
• Coordinate with departments for transfer requests and assist guests with transfers as needed.
• Prepare arrival amenities such as welcome letter, champagne, shoe bag, cold towels and welcome drinks.
• Upsell resort, spa, LIFE and restaurant facilities.
• Escort guests throughout the resort and assist with activities during stay.
• Adhere to Six Senses guidelines, safety procedures, and LQA standards.

Skills

Fluent English

French

Education

High school diploma or equivalent

Hospitality diploma/degree

Tools

MS Office

POS systems

PMS

CRM platforms

Job description

As Guest Experience Maker (GEM), 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), I willassume full responsibility for theefficientoperation 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/degreefrom 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 & French

• EU passport or valid Swiss work authorization required

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