Guest Experience Maker Supervisor (Butler Supervisor) I Giám Sát Chăm sóc Khách hàng

Fully understand and embrace Six Senses company vision and values and its application in all tasks associated with the host's duty.
Adhere to all Six Senses brand standards ensuring successful communication across all levels of the operation.
Carrying out villa inspection and set up the amenity for arrivals. Always respect the amenities policy and honor the guest's benefits.
Perform check-in with full or brief orientation of the Resort and the villa depending on guest's need. Perform check-out when the receptionist is busy.
Learn about the guest's preferences, habits, hobbies through day to day interaction in order to delivery a tailor made service for the guests.
Providing a personalized service for the guest and monitor their satisfaction as a main key contact during their stay.
Stay up to date of guest's daily activities to assist them and facilitate where needed.
Handling all guests' requests are quickly and efficiently. Liaise with other departments to make sure all requirements of the guests are met.
Handling guest complaints, inquiries, and comments, log them and initiate appropriate action and follow up. Ensuring extra attention on sunshine guests.
Be knowledgeable about the Resort and the island in order to carry informative interaction with the guests and make recommendation when necessary.
Ensure all reports are accurate and distributed in a timely manner. Guest updates are detailed and fully transferred to Opera system.
Ensuring correspondence is checked beforehand and guest is googled before arrival. Any special attention, email should be sent out to relevant departments and management.
Stay up-to-date with current information and data of the Resort products and services including villa types, rates, features and facilities, F&B outlets and promotions, spa and wellness activities and all other services
Assists in training and sharing of knowledge to new GEMs by acting as their buddy during their onboarding period.
Senior GEMs handle, look after and take care of VIP and high profile guests ensuring over all stay is of utmost satisfaction through high level of service, standards and attention applied during the guest stay.
Suggesting creative ideas and initiatives to enhance guests' experience.
Ensuring that all accounting and legal procedures are carried out in accordance with the resort policy.
Cross check with Gem Supervisor the villa allocation to ensure the villa is assigned in a most suitable for the guest, base on their preferences and special requests.
Maximize room occupancy and use up-selling techniques to promote Resort services and facilities.
Always keep the hygiene and cleanliness of work area, equipment and material.
Develop a close and harmonious working relationship within the department as well as the Resort.
Promoting Six Senses philosophy of sustainability.
Work and implement Six Senses best practice throughout the department with action plan.
Complete knowledge of Six Senses - policies and procedures; rules and regulations, facilities, services and statutory procedures.
Portray professional public relations and human relations skills at all times.
Communicate effectively with all departments and be familiar with the entire resort premises.
Follow up on LQA standards to achieve maximum guest satisfaction.
Complete any other duty assigned by management.
Arrive on time in full uniform in accordance with the company grooming guideline.