GEM (Guest Experience Maker) - Six Senses Rome

InterContinental Hotels Group; Roma; On-site; EUR 30,000 - 42,000; Full time

Job summary

Six Senses Rome seeks a Guest Experience Maker to deliver personalized service and seamless experiences for guests in a luxury setting. You will review guest profiles, coordinate arrivals and transfers, and upsell resort amenities to enhance stay quality.

Ideal candidates have at least 1 year in hotel operations, strong MS Office and CRM/POS system knowledge, and fluency in Italian with good English. This on-site role focuses on delivering Six Senses' standards and exceptional guest satisfaction.

Qualifications

• High school diploma or equivalent; at least 1 year in hotel operations.
• MS Office and familiarity with POS, PMS and CRM systems.
• Fluent in Italian and good English; eligible to work in Italy.

Responsibilities

• Check guest profiles and history before arrival; be familiar with information.
• Notify departments with guests' history and preferences before arrival.
• Coordinate with departments for transfer requests and assist guest transfers.
• Prepare arrival amenities such as welcome letter, champagne, and drinks.
• Upsell resort, spa, LIFE and restaurant facilities.
• Escort guests throughout the resort.
• Adhere to LQA standards and guest feedback.

Skills

Guest service

Communication

Attention to detail

Multitasking

Education

High school diploma

Hospitality diploma/degree (preferred)

Tools

MS Office

POS systems

PMS

CRM platforms

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.