Guest Experience Maker (GEM)

JOB SUMMARY/ TÓM TẮT CÔNG VIỆC:

The Guest Experience Maker (GEM) is responsible to make the guests feel at home and to guarantee their contentment on-call 24/7. The GEM is directly responsible to furnish the guests with above-and-beyond service to ensure a memorable and genuine experience, in accordance with the company standard and guidelines. The ultimate goal would be to sponsor a helpful image by honoring guests’ requests and to achieve high levels of guest satisfaction and engagement while ensuring that guests are well looked after. GEM will be directly reporting to the Front Office Manager.

DUTIES AND RESPONSIBILITIES/ NHIỆM VỤ VÀ TRÁCH NHIỆM

Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities.

GENERIC

• Ensure and provide flawless, upscale, professional, and high-class guest service experiences from the heart.

• Welcome the guest, offer room orientation according to Leading Quality Assurance and Six Senses Ninh Van Bay standards

• Ensure you are following all standards and operating procedures are adhered to.

• Start and end conversations with guests by their name.

• Promote one-stop service.

• Treat every guest in every situation like you like to be treated.

PRE-ARRIVAL

• Check all the correspondence and profiles before guest arrival, create and update guest profiles during guests’ stay

• Attain detailed information on the type of guest – repeat guest, long stay guest, billing instructions, baby sitter request, etc. Allocation of all villas to include, special requests, sofa bedrooms and any other requirements as directed by the management

• Ensure to properly follow up on booking correspondence like guests’ status, character, profile, special requirement/request. Coordinate with the team for proper arrangements. Alert the manager for any inconsistencies

• Search for the guests online and learn about them prior to arrival. Demand guest profiles of Six Senses returnees from other resorts via your supervisor. Receive dressing description from the airport team.

• Conduct a random check of the home the guest will stay in.

ARRIVAL

• Ask the guest for their email to contact them when needed (Guest forget their belonging, mistake on bills).

• Offer room orientations that are based on superior emotional hospitality and are tailored to guest needs although be in alignment with basic standards.

• Inform concerned teams about newspapers, dietary requirements, cleaning team requirements, ironing requirements, special requests, and follow up timely.

• Assist with luggage delivery.

IN HOUSE

• Listen to and understand the guest, prepare, arrange, follow through and organize guest experiences every day until departure

• Assist Housekeeping and Food & Beverage to prepare for a guest experience i.e. villa set up, villa cleaning, BBQ set up.

• Participate in guest experiences i.e. hike, cooking class, classes, workshops, kayak, serve food, and beverages.

• Expect and react promptly to guests’ requirements and inquires. Actively listen and resolve guests’ complaints

• Coordinate and communicate with guests to ensure complete service recovery. Share with Guest Service Manager on particulars about the guests

• Promote all amenities, conveniences and programs offered

• Coordinate experiences and guest requests with other teams and departments

• Meet guests daily at breakfast, at the beginning and at the end of every experience and at dinner

• Receive problems, solve problems and find solutions

• Ensure you are using soft skills like body language, etiquettes, etc and other skills like up-selling, Opera, other software usages, etc. participate in trainings and learning opportunities

• Receive appraisals and feedback. Read guest feedback and follow tasks appropriately

• Ensure proper handover in writing from one GEM to another during off time on long stays.

PRE-DEPARTURE

• Organize the departure ahead of time with departure letter and communicate clearly with guest service.

• Ensure that the bill is correct according to guest consumption and billing instruction before the guest receives the draft bill

• Coordinate bill settlement with Front Office Cashier and farewell the guest

• Prepare for early departures such as breakfast boxes, coffee, early wake-up calls, etc.

• Check flights are on schedule and communicate with guest service and guests

DEPARTURE

• Ensure departure is seamless including the final bill.

• Ensure villa keys are returned to GEM office after departure

• Farewell each guest.

OTHERS

• Display a pro-active role in terms of service, culture, learning, development, team image, systems and procedures, natives.

• Report anything considered a health and safety hazard

• Report all incidents of guest dissatisfaction and attempt to satisfy all such guests, within resort policy.

• Complete administrative works i.e. updating guest profiles in detail, ensuring that email addresses are properly checked and transferred to Opera correctly, GEM report prior meetings, GEO, service recovery report, incident report and others.

• Work along any other task given by management and related to guest satisfaction and guest.