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Guest Experience Trainee
About the job
Duties and Responsibilities
Vision and Values
As Personal Guest Experience Maker Trainee (GEM), I fully comprehend the vision of Six Senses Ibiza 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 and develop hosts to be the very best they can be.
Wellness
I will fully embrace and safeguard the overall Wellness philosophy, concepts and programs such as Sleep with Six Senses and Grow with Six Senses. I will ensure that all wellness brand initiatives are fully embraced, and I will participate regularly in our Mission Wellness activities.
Sustainability
Sustainability is at the core of everything we do at Six Senses. I will ensure to follow all directives on environmental protection and preservation, re-usage and minimum wastage, purchasing and packaging such as the abolition of single-use plastic by 2022. I will maintain a harmonious and sensitive approach to our environment and cultural surroundings.
Operational Ownership
In this role, I will assume full responsibility for the efficient operation of all guest experience tasks to provide exceptional products and services within brand operating standards.
I will assist to ensure that all set policies, procedures, best practices are in place and rigorously enforced.
A high standard of personal appearance, grooming and hygiene, plus comprehensive knowledge of safety, security and emergency procedures will be maintained in line with brand and statutory requirements.
All activities within the department will be carried out ethically, honestly and within the parameters of local law.
An important part of the role is to interact with guests and hosts in a professional, courteous and positive manner and proactively seek feedback. I am responsible for an exceptional guest experience from arrival to departure. In the event of guest complaints, I will effectively carry out service recovery or charge our hosts to do so to the satisfaction of guests.
I have full knowledge of all facilities and services offered by the resort including all room categories as well as their location and layout, credit policy of the hotel and reservation coding. Understand the hotel's policy on guaranteed reservations and no-shows.
I will perform the following relevant tasks for this role:
The personal GEM is the closest host to our VIPs, serving as a link between them and all other operational departments minimizing the hassle of our guests in order to ensure services are provided.
They will be responsible for the arrival experience once the guest arrives to the resort, checking in the guest in their rooms and ensuring all administration tasks thereafter are accurate and correct. Escorting and explaining all features of the resort is a vital part of the role, increasing the personalization perception of our VIPs and cross selling of other outlets.
The personal GEM will perform relevant duties for our guest comfort such as booking restaurants, ensuring housekeeping duties are performed as per guest´s requests, room service orders etc
The personal GEMs must be able to handle a number of rooms simultaneously and ensuring satisfaction of all their clients with the support of their management and supervisory team when needed.
Resolution of small challenges or seeking support when needed is essential to make sure issues do not escalate and guest satisfaction remains at the highest level.
Personal GEMs must be fully trained and understand all FOH SOPs plus LQA standards
General
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.
Vision and Values
As Personal Guest Experience Maker Trainee (GEM), I fully comprehend the vision of Six Senses Ibiza 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 and develop hosts to be the very best they can be.
Wellness
I will fully embrace and safeguard the overall Wellness philosophy, concepts and programs such as Sleep with Six Senses and Grow with Six Senses. I will ensure that all wellness brand initiatives are fully embraced, and I will participate regularly in our Mission Wellness activities.
Sustainability
Sustainability is at the core of everything we do at Six Senses. I will ensure to follow all directives on environmental protection and preservation, re-usage and minimum wastage, purchasing and packaging such as the abolition of single-use plastic by 2022. I will maintain a harmonious and sensitive approach to our environment and cultural surroundings.
Operational Ownership
In this role, I will assume full responsibility for the efficient operation of all guest experience tasks to provide exceptional products and services within brand operating standards.
I will assist to ensure that all set policies, procedures, best practices are in place and rigorously enforced.
A high standard of personal appearance, grooming and hygiene, plus comprehensive knowledge of safety, security and emergency procedures will be maintained in line with brand and statutory requirements.
All activities within the department will be carried out ethically, honestly and within the parameters of local law.
An important part of the role is to interact with guests and hosts in a professional, courteous and positive manner and proactively seek feedback. I am responsible for an exceptional guest experience from arrival to departure. In the event of guest complaints, I will effectively carry out service recovery or charge our hosts to do so to the satisfaction of guests.
I have full knowledge of all facilities and services offered by the resort including all room categories as well as their location and layout, credit policy of the hotel and reservation coding. Understand the hotel's policy on guaranteed reservations and no-shows.
I will perform the following relevant tasks for this role:
The personal GEM is the closest host to our VIPs, serving as a link between them and all other operational departments minimizing the hassle of our guests in order to ensure services are provided.
They will be responsible for the arrival experience once the guest arrives to the resort, checking in the guest in their rooms and ensuring all administration tasks thereafter are accurate and correct. Escorting and explaining all features of the resort is a vital part of the role, increasing the personalization perception of our VIPs and cross selling of other outlets.
The personal GEM will perform relevant duties for our guest comfort such as booking restaurants, ensuring housekeeping duties are performed as per guest´s requests, room service orders etc
The personal GEMs must be able to handle a number of rooms simultaneously and ensuring satisfaction of all their clients with the support of their management and supervisory team when needed.
Resolution of small challenges or seeking support when needed is essential to make sure issues do not escalate and guest satisfaction remains at the highest level.
Personal GEMs must be fully trained and understand all FOH SOPs plus LQA standards
General
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.
- Number of positions: 2
- Pocket money of 300€ net
- Accom 10 minutes walking from the hotel
- • Two days off for each week of training • Pocket money of 300€ net • Learn and grow with our leaders in a non-hierarchical organization, and you will be able to participate in our wellness program • Be delighted with the different flavours in our sustainable canteen, where you will have access to lunch and dinner every day, and breakfast when you have a morning shift • The hotel will provide you with accommodation, where you will share the space with fun and quirky people, like you. Only 10 minutes walking from the hotel • Uniform and the cleaning of the uniform provided by the hotel • Locker available
- Department: Other Guest Relations Concierge Customer Service Reception Administration
About you
Skills and Experience
To execute the position of Personal Guest Experience Maker Trainee (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 am a personally involved, visible and proactive host with excellent organizational skills. I have an intuitive sense of product and service quality, a passion for excellence and an understanding of the sophisticated needs of the luxury customer and I have experience and I am able to work in a cross-cultural environment positively.
I have an excellent command of written and spoken English with some knowledge of the local language and customs. I will maintain a thorough understanding of Six Senses in terms of guidelines, rules and regulations, brand and operating standards, facilities and services.
To execute the position of Personal Guest Experience Maker Trainee (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 am a personally involved, visible and proactive host with excellent organizational skills. I have an intuitive sense of product and service quality, a passion for excellence and an understanding of the sophisticated needs of the luxury customer and I have experience and I am able to work in a cross-cultural environment positively.
I have an excellent command of written and spoken English with some knowledge of the local language and customs. I will maintain a thorough understanding of Six Senses in terms of guidelines, rules and regulations, brand and operating standards, facilities and services.
- Language required: English. Spanish is a plus
The company
Six Senses Ibiza showcases the best in music, art, sustainable fashion, pioneering wellness and culinary exploration, and perfectly captures the authentic island experience of community, spirituality and celebration.
Six Senses Ibiza is located on the crystalline Xarraca Bay at the island’s northern tip.
Nestled on the magical Xarraca Bay with unobstructed sunset views, Six Senses Ibiza is located just 35 minutes from the airport, and is the first sustainable BREEAM certified resort & residential community in the Balearics.
With 116 guest accommodations set across a 20-acre site, including a series of villas and unique beachfront cave suites, the resort’s vision perfectly captures the authentic Ibiza experience of community, spirituality and celebration. Curated experiences will showcase the best in music, art, sustainable fashion, pioneering wellness, culinary exploration and authentic island culture.
Four restaurants will serve the freshest organic produce right from our own farm, created under the masterful eye of celebrated chef Eyal Shani, and a signature Six Senses Spa heralds a new wellness benchmark for Ibiza.
