MidFull TimeEN
As a Assistant Guest Experience Manager, I fully comprehend the vision of Six Senses 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.
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 its strategic planning and development and ensure all directives, practices, and initiatives are implemented, embraced, and adopted within the resort.
Duties and Responsibilities
In this role, I will support the Front of House Manager in overseeing the daily operations of the Guest Experience Maker team, ensuring seamless service delivery and alignment with brand standards.
In this position, I commit to:
Support the efficient operation of the Guest Experience Maker team to ensure exceptional service at all times.
Work closely with the Concierge & Guest Services team to ensure a seamless and elevated guest experience journey across all touchpoints, from pre-arrival to post-departure.
Coordinate with In Room Dining and relevant departments to ensure the correct setup and delivery of amenities in guest rooms, with special attention to VIP arrivals.
Proactively approach guests during their stay to build rapport, anticipate needs, and create personalized and memorable experiences.
Ensure consistent follow-up with guests, with a strong focus on VIPs, ensuring preferences are met and expectations exceeded.
Handle guest complaints and service recovery with professionalism, empathy, and efficiency, ensuring guest satisfaction at all times.
Identify and resolve operational glitches by coordinating effectively with all departments, ensuring smooth day-to-day operations.
Attend HOD meetings when required, representing the Guest Experience function and providing relevant updates on guest feedback and operational matters.
Pay strong attention to detail in all aspects of the guest journey, ensuring consistency with brand standards and excellence in execution.
Assist in supervising, guiding, and motivating the team, acting as a role model and mentor to all hosts.
Ensure all policies, procedures, and brand standards (including LQA and Forbes) are implemented and maintained.
Collaborate with all departments to ensure guest needs are anticipated, communicated, and exceeded.
Engage with guests in a professional, warm, and personalized manner, proactively seeking feedback.
Handle guest requests and complaints effectively, supporting service recovery to ensure guest satisfaction.
Maintain a strong knowledge of all resort facilities, services, and the local Ibiza market.
Support the creation of unique, fun, and quirky guest experiences and itineraries.
Assist in managing pre-arrival, in-house, and post-departure communications with guests.
Ensure accurate recording of guest preferences and relevant information in the system.
Support the use and monitoring of the Six Senses App as the main communication tool with in-house guests.
Assist with administrative tasks, including tracking, reporting, and financial accuracy within the department.
Ensure high standards of grooming, hygiene, and professional appearance within the team.
Maintain full awareness of health, safety, fire, and emergency procedures.
Support daily operations by stepping in operationally when needed.
Foster a positive, collaborative, and engaging team environment.
Perform any additional duties assigned by the Front of House Manager.
Qualification
To execute the position of Assistant Guest Experience Manager, I have the required qualifications, technical skills and experience in a similar or greater role in luxury hotels with proven results and including the following:
Possess a minimum of three years total experience in similar hotel operational role.
In terms of frontline rooms management, 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.
I am a responsive, engaged and interactive leader, capable of building strong positive relationships with hosts that results in a shared vision of success for the operation, demonstrated ability to leverage shared resources, undertake training as needed and to manage through influence.
Technical skills include Advanced MS Office – Word, Excel, PowerPoint and Outlook. I am also familiar with various hotel systems including POS, PMS and CRM platforms.
Fluent in English and Spanish is a plus.
Valid Spanish Work Permit or European Union citizenship is required for this role.
The above is intended to provide an overview of the role and responsibilities for a Assistant Guest Experience Manager at Six Senses Ibiza. It is not and does not infer that the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent in the position.
Six Senses is an equal opportunity employer. This policy applies to all terms and conditions of employment.
