As Guest Experience Maker (GEM) – Back Office, I fully comprehend the vision of Six Senses Residences Courchevel 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.

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 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. I will maintain a harmonious and sensitive approach to our environment and cultural surroundings.

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 residences including all residences 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:

• Liaise between GEM team and other departments, ensuring effective communication and handover at all times

• Reply within 24hours to guests’ and owners’ requests, using on brand standards whether it be via email, Okammi or by phone

• Answer all incoming phone calls following LQA standards, ensuring clear, effective and concise communication at all times.

• Work with our external suppliers ensuring correct information shared, so as to ensure seamless experiences between our guests and our third party suppliers / vendors (whether it be for transfer services, restaurant bookings or activities)

• Upsell all spa activities.

• Monitors the correct billing of revenues, cash control, float balances and credit balances.

• Monitors internal and external guest activities in a safe and efficient manner that provides a high standard of service to the guest.

• Provides accurate information about available activities (internal and external).

• Handles guest complains and provide assistance to guest’s special request whenever required

To execute the position of Guest Experience Maker (GEM) – Back Office, 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 two 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, Opera PMS and CRM platforms. I have excellent knowledge of guest related functions and guest service.

I have an excellent command of written and spoken English and French. I will maintain a thorough understanding of Six Senses in terms of guidelines, rules and regulations, brand and operating standards, facilities and services.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

You’re about to be the author of this journey that takes you through life’s undiscovered passageways, hidden treasures and meaningful experiences.

It’s a story unlike any other. Out of the ordinary, one could say.

A journey across lands and seas, a tale about what it means to connect to the world around us.

Let the journey begin...

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.