Guest Services Supervisor

hace 6 meses

Sant Joan de Labritja, España Six Senses Ibiza A tiempo completo

As Guest Services Supervisor (GSS), 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.

I will safeguard the programs such as Sleep with Six Senses and Grow with Six Senses program and make sure that this program and all other brand initiatives are fully embraced within the Rooms department. All aspects of these wellness initiatives will be adopted and implemented throughout the operation. I will participate regularly in our Mission Wellness activities.

**_ Responsibilities_**

In this role, I will assist and assume responsibility on the efficient operation of the Guest Services team to provide exceptional products and services within brand operating standards.

As a Guest Services Supervisor, I commit to:

- Ensure that all set policies, procedures, best practices are in place and rigorously enforced.
- Work in partnership with all the resort departments to ensure guests’ needs are determined /met and oversee the overall smooth operation of guest experience.
- Interact with guests and hosts in a professional, courteous, and positive manner and proactively seek feedback.
- Having a thorough knowledge of all facilities and services offered by the resort as well as a sound knowledge of the food and leisure market in Ibiza.
- A high standard of personal appearance, grooming and hygiene, plus comprehensive knowledge of safety, security and emergency procedures will be maintained by myself and all hosts in line with brand and statutory requirements.
- Be responsible for an exceptional guest experience from arrival to departure. In the event of guest complaints, I will effectively carry out service recovery or help our hosts to do so to the satisfaction of guests.
- Maintain great relationships with all vendors
- Ensure creative thinking to come up with fun and quirky experiences / itineraries for our guests
- Ensure administrative skills for monthly reconciliations and for correct recording of all financial aspects of the department
- Maintain a guest oriented profile with the clear objective of creating memorable moments for our guests with out of the ordinary itineraries
- Provide clear directions to the team.
- Be able to discipline the team when needed and praise when required
- Understand the importance of standards and conducts audits to ensure they are in place
- Be able to guide and oversee communications with guests during pre-arrival, stay and post-departure phases.
- Be able to use multiple platforms at the same time while managing various pieces of information.
- Manage the correct use of our main communication tool with in-house guests, Six Senses App and monitoring the execution of all tasks pending.

As a Guest Services Supervisor, I will supervise and perform when needed all the Guest Services Agents daily tasks:

- I will be responsible of conducting the pre-arrival guest communication
- The GSS 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
- GSS are 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.
- The GSS plays a particularly key role in various stages of our guest journey therefore they need to be extremely comfortable with understanding all our processes but also all LQA and Forbes Standards.
- Perform any additional duties given to me by the Concierge and Guest Service Manager.

**_ Qualifications_**

To execute the position of Guest Service Supervisor, 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 of a Bachelor’s degree in Hospitality, Hotel or Business Management and more than two years’ experience in a similar hotel operational role.

Technical skills include Advanced MS Office - Word, Excel, PowerPoint, and Outlook. I am also familiar with various hotel systems including OPERA PMS, Alice Concierge platform and CRM platforms and have knowledge on hotel/resort and policies on guest services.

I have an excellent command of written and spoken English and Spanish.

The above is intended to provide an overview of the role and responsibilities for a Guest Services Supervisor at Six Senses Ibiza. It is not and does not infer that the above is an inclusive and/or exh

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