Guest Experience Maker Manager - Six Senses Ibiza

As a Guest Experience Maker 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

As GEM Manager, I will assume responsibility for the efficient operations of Guest Experience Maker team, to ensure exceptional products and services in line with brand standards. 

• Overseeing the entire guest journey, from pre-arrival, check-in, in-house experience, to post-departure follow-ups.


• Managing guest communication via multiple channels (email, phone, in-person).


• Ensuring GEMs anticipate guest needs and deliver proactive service.


• Overseeing the handling of VIP guests, repeat guests, and special requests with exceptional attention to detail.


• Monitoring guest feedback, reviews, and satisfaction scores, and implementing continuous improvements.


• Resolving guest concerns promptly, professionally, and creatively, turning challenges into opportunities.


• Collaborating with departments like Front Office, Housekeeping, F&B, and Spa to align guest experiences seamlessly.


• Developing and maintaining detailed guest profiles to create tailored, unforgettable experiences.


• Conducting daily team briefings to discuss guest arrivals, preferences, and service priorities.

I am committed to upholding and surpassing Six Senses’ quality benchmarks by:

• Conducting regular assessments and acting on guest feedback.


• Ensure compliance with LQA, Forbes and brand standards, and conduct regular audits to maintain adherence.


• Addressing service and product maintenance issues swiftly and effectively.

• Perform additional duties as assigned by the Front of House Manager or Rooms Director.

• To upkeep Six Senses guidelines and standards of service and operation. My performance benchmarks are maintained and exceeded.

Qualification

To execute the position of GEM 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 GEM 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.