Guest Services Agent – Six Senses Ibiza

About the job
Duties And Responsibilities

Vision and Values

As a Guest Services Agent, 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, implement and safeguard the Wellness overall philosophy, concepts and programs that are the pillars of wellness such as Eat with Six Senses, Sleep with Six Senses and Grow with Six Senses.

Sustainability

Sustainability is at the core of everything we do at Six Senses. I will ensure all directives on environmental protection and preservation, re-usage and minimum wastage, purchasing and packaging such as the abolition of single-use plastic, social responsibility and all other practices documented in the Sustainability Guidelines are followed in the department to maintain a harmonious and sensitive approach to our environment and cultural surroundings.

Operational Ownership

In this role, I will assist and assume responsibility on the efficient operation of the Front of House department to provide exceptional guest experiences within brand operating standards. I will ensure that all set policies, procedures, best practices are in place and rigorously enforced.

I will perform the following relevant tasks for this role:

As a Guest Services Agent (GSA) I will be responsible for all incoming telephone and email communication and redirect it or act upon it accordingly
I will be responsible of conducting the pre-arrival guest communication
The GSA plays a vital role in the recording of all guest preferences and make sure it is inserted in the right platform so the teams can prepare on an operational level to exceed guests’ expectations
As GSA, I will be always ready to provide up to date information on all hotel happenings to our guests and act accordingly, making bookings for the guest directly or passing the information to the Concierge if necessary.
Impeccable telephone etiquette is needed however making the guest feel comfortable by adapting our communication style to theirs.
I will have the ability to use multiple platforms at the same time while managing various pieces of information.
I will manage the correct use of our main communication tool with in-house guests, Six Senses App and monitoring the execution of all tasks pending.

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

Skills And Experience

To execute the position of Guest Services Agent, 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.

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 good knowledge of food and beverage service including kitchen skills. I have excellent knowledge of guest related functions and guest service.

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.

Six Senses Ibiza is an equal opportunity employer. This policy applies to all terms and conditions of employment.