GEM (Guest Experience Maker) - Six Senses Rome

Kimpton; Italia; On-site; EUR 28,000 - 36,000; Full time

Job summary

Six Senses Rome invites a dedicated Guest Experience Maker (GEM) to join our team. You will be responsible for ensuring seamless guest journeys from arrival to departure, coordinating with departments, and personalizing experiences to exceed expectations.

You will upsell resort facilities, spa, LIFE, and dining options while maintaining Six Senses service standards and safety procedures. Fluency in Italian and English is required, and prior hospitality experience is preferred.

Qualifications

• High school diploma or equivalent; hospitality diploma/degree preferred.
• Technical skills include MS Office (Word, Excel, PowerPoint, Outlook).
• Familiar with POS, PMS and CRM platforms.
• Fluent in Italian and good English.

Responsibilities

• Check guest profiles and history prior to arrival.
• Notify departments for guest arrival and share guest information.
• Coordinate with departments for transfer requests and assist guests with transfers.
• Prepare arrival amenities (welcome letter, champagne, shoe bag, towels, drinks).
• Escort guests throughout the resort and upsell facilities.
• Recommend and arrange activities during the stay.
• Maintain safety knowledge and uphold service standards.
• Ensure equipment is clean and in good condition.
• Adhere to Six Senses guidelines and respond to guest feedback.

Skills

MS Office

POS systems

PMS systems

CRM platforms

Guest service

Italian language

English language

Education

High school diploma or equivalent

Hospitality diploma/degree

Tools

POS

PMS

CRM systems

Job description

As GEM (Guest Experience Maker), 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 GEM (Guest Experience Maker), 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:

• 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 Italian and good English.
• Eligible to work in Italy.

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