Guest Experience Maker Supervisor (GEM) - Six Senses Crans Montana

InterContinental Hotels Group; Montana; On-site; USD 40,000 - 55,000; Full time

Job summary

A luxury hotel chain in Montana is seeking a Guest Experience Maker Supervisor to oversee daily guest operations and ensure top-level service. The ideal candidate will manage guest arrivals, preferences, and feedback while maintaining high standards in luxury hotel operations. Candidates should have a high school diploma and experience in hotel settings, with fluency in English and French preferred. Competitive salary and benefits offered.

Qualifications

• Minimum 1 year of experience in a similar hotel setting.
• Technical skills in MS Office applications.
• Strong knowledge of guest services and functions.

Responsibilities

• Coordinate arrivals, departures, and billing requirements.
• Implement and maintain guest recognition programs.
• Ensure guests' safety and comfort during emergencies.

Skills

Luxury hotel operations

Guest services

Communication in English

Communication in French

Education

High school diploma or equivalent

Hospitality diploma/degree

Tools

MS Office applications

POS systems

PMS

CRM platforms

Job description

Guest Experience Maker Supervisor (GEM) - Six Senses Crans Montana

As Guest Experience Maker Supervisor (GEM), I will assume full responsibility for the efficient operation in the following areas:

• Review arrivals and departures to plan for the next day’s activities. Coordinate arrivals, departures, and billing requirements. Block rooms for arrivals and ensure any discrepancies are resolved.
• Review daily arrivals and departures to ensure proper handling of Special Guests, VIP Guests, and Groups.
• Ensure rooms are checked prior to guest check-in to ensure they are clean, properly equipped, and maintained to high standards.
• Implement and maintain guest recognition programs.
• Assist in scheduling, training, and providing feedback to the GEM team.
• Handle guest feedback, inquiries, and comments. Log them and initiate appropriate actions and follow-up.
• Be responsible for evacuation procedures in emergencies, acting as the first point of contact for guests and emergency services; ensure guests’ safety and comfort.
• Supervise checking guest profiles and history prior to arrival and be familiar with all information.
• Notify relevant departments of guest arrivals and ensure they have guests’ history and preferences beforehand.
• Coordinate with other departments for transfer requests and supervise guest transfers to and from the hotel.
• Ensure rooms are prepared according to guest preferences and standards, including filling mini bars and wine coolers prior to arrival, and meeting all special requests.
• Maintain knowledge of room rates and suggest upselling when appropriate.
• Consolidate and record guest histories and preferences into the system.
• Supervise accuracy of registration data and ensure all guest documents are properly filled, registered, and confirmed by management.
• Manage payments through various sources, close accounts, and handle currency exchange as needed.
• Ensure guest satisfaction, manage billing procedures accurately, minimize rebates, and bid farewell to guests.
• Maintain efficient departmental administration, preparing and submitting reports timely.
• Ensure departmental equipment is clean and functional, liaising with engineering for maintenance issues.
• Attend relevant meetings and training sessions.
• Uphold Six Senses standards of service and operations, exceeding performance benchmarks.
• Adhere to LQA standards and address guest comments effectively.
• Perform additional tasks assigned by the GEM Manager.

Qualifications

To qualify for the Guest Experience Maker Supervisor role, I possess the necessary qualifications, skills, and experience in luxury hotel operations, including:

• High school diploma or equivalent, with at least 1 year of experience in a similar hotel setting. A hospitality diploma/degree from a recognized institution is preferred.
• Technical skills in MS Office applications and familiarity with hotel systems such as POS, PMS, and CRM platforms. Strong knowledge of guest services and functions.
• Fluent in English and French.
• European or Swiss passport.

While I may not meet every single requirement, I believe my skills and experience make me a strong candidate for this position. I am eager to contribute positively to your team. I look forward to the opportunity to apply.