As Guest Experience Maker (GEM), I will fully comprehend the vision of Six Senses to help people reconnect with themselves, others and the world around them and our values of local sensitivity and integral sensibility, crafted experiences, emotional hospitality, responsible and caring, fun and quirky and pioneering wellness.

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 ensure full knowledge and active participation of all our brand initiatives.

Duties and Responsibilities

- Check guest profiles, preferences and history prior to arrival to ensure familiarity with all relevant information.
- Notify concerned departments of upcoming guest arrivals, ensuring they receive all relevant guest history, preferences and special requests in advance.
- Coordinate transfer-related requests with the relevant departments and assist guests with transfers to and from the hotel when required.
- Prepare all arrival amenities, including welcome letters, champagne, shoe bags, cold towels, welcome drinks and other personalized amenities as applicable.
- Offer welcome drinks and cold towels upon arrival and escort guests throughout the resort when required.
- Recommend, plan, schedule and arrange personalized activities and experiences according to guests' preferences.
- Maintain knowledge of fire and safety procedures, emergency protocols and evacuation exits.
- Upsell all resort facilities and experiences, including the spa, LIFE and restaurants.
- Ensure all departmental equipment is kept clean and in good working condition.
- Uphold Six Senses guidelines and standards of service and operation,



ensuring that individual performance benchmarks are consistently maintained and exceeded.
- Strictly adhere to LQA standards and take guest comments and feedback into consideration to continuously improve service delivery.
- Prepare personalized welcome letters for assigned guests on a daily basis.
- Coordinate daily inspections of assigned arriving suites with Housekeeping, Maintenance and In-Room Dining, ensuring that rooms meet the highest standards of cleanliness, maintenance, equipment and welcome amenities. The GEM is responsible for the final verification before the room is considered inspected.
- Proactively collect guests' preferred timings for morning Housekeeping and Turndown services, coordinating with the relevant departments to ensure these preferences are respected.
- Proactively offer minibar customization according to guests' preferences, including product selection, quantities and preferred replenishment times, coordinating daily minibar servicing with In-Room Dining.
- Perform packing and unpacking services upon request.
- Provide a courtesy call to all assigned guests arriving at the property each day to ensure their initial satisfaction and address any immediate needs.
- Contribute relevant information about special guests to maintain and enhance the resort's VIP recognition program.




- Record and update relevant guest information in the Daily What's Up Report and PMS, ensuring guest profiles and histories remain accurate and comprehensive for future stays.
- Prepare the Front of House section of the Daily What's Up Report.
- Attend daily operational meetings and share relevant guest information with the team.
- Handle guest complaints, suggestions and compliments, ensuring they are appropriately recorded in the HUB system, promptly addressed and followed up until resolution.
- Prepare and coordinate all personalized service recovery amenities when required.
- Anticipate guests' needs and proactively identify service trends and gaps to ensure a seamless guest experience.
- Meet daily with guests appearing in the VIP Report at appropriate times to assess their experience and satisfaction, communicate daily events, schedules, offers, promotions and activities, and report relevant feedback to the GEM Manager and/or Duty Manager.
- Coordinate guest requirements with the relevant departments and follow up to ensure all requests are handled promptly and to the highest level of guest satisfaction.
- Maintain comprehensive knowledge of Six Senses Spa treatments and assist guests with recommendations and reservations.
- Maintain up-to-date knowledge of packages, promotions, special offers, benefits and discounts related to guest reservations and accounts.
- Coordinate with Housekeeping to ensure daily suite cleaning and Turndown services are completed according to guests' preferred time frames.
- Coordinate with In-Room Dining to ensure daily minibar cleaning, replenishment and servicing are completed according to guests' preferred time frames.
- Be proactive

📌 Guest Experience Maker (Cebreros)
🏢 IHG Hotels & Resorts
📍 Cebreros