Guest Experience Agent

Job description

As Guest Experience Agent, 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 global 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 As Guest Experience Agent, I will support the Front Office Manager and assume responsibility for the efficient operation in the following: Greet guests on arrival and conduct check-in and registration procedures in an efficient and friendly manner. Ascertain guest satisfaction, collect keys, ensure that all guest billing procedures are handled correctly. Maintain a balanced bank assigned by the hotel. Make changes and exchange foreign currency. Reconcile all transactions at the close of each shift. Prepare all arrival amenities such as welcome letter, cold/warm towels and welcome drinks. Maintain and update guest history files and disbursement of relevant information ensuring guest requests and preferences are implemented whenever possible. Collect any information about special dietary requests and allergies. Liaise with Housekeeping to ensure that rooms are serviced according to guests’ preferences and requirements and that vacant rooms are cleaned according to arrival schedules. Liaises with Engineering to ensure swift response to room maintenance problems. Knowledge of all facilities and services offered by the hotel including all room rates, categories, as well as their location and layout, credit policy of the hotel and reservation coding. Knowledge and strict adherence to LQA standards. What’s in it for you? At Six Senses, we believe in taking care of our hosts just as much as our guests. When you join our team, you'll enjoy a generous and thoughtfully designed benefits package, including: Competitive Salary Package – Rewarding your talent and dedication with a salary that reflects your value. Up to 33 Days of Paid Holiday Per Year – Including bank holidays, with entitlements growing the longer you stay with us. Global Career Development – Opportunities for progression and taskforce placements within Six Senses and over 6,500 IHG properties around the world. Hotel & Dining Discounts – Enjoy exclusive discounts for you, your family, and friends across IHG hotels and restaurants from day one. Complimentary Nights at Six Senses – Stay at any Six Senses Hotel or Resort on us (the number of days increase the longer you’re with us!). Enhanced Family Leave – Generous and inclusive maternity, paternity, and adoption policies to support your family life. Comprehensive Financial Protection – Including pension scheme, life assurance, income protection, and critical illness cover. Holistic Wellbeing – Access to a diverse and enriching calendar of wellbeing-focused activities, nurturing every aspect of mind, body, and soul. Travel Season Ticket Loans – Helping you get to work in a more affordable and sustainable way. Medicash Plan – Claim back healthcare costs and access a wide range of resources to support your physical and mental wellbeing. Community & Volunteering Opportunities – Make a difference through purpose-driven initiatives and give back to the causes you care about. Health Assured & Wisdom App – 24/7 confidential support for your mental, emotional, and financial wellbeing, plus access to exclusive perks and discounts. Qualifications To execute the position of Guest Experience Agent, I must have the required qualifications, technical skills and experience in a similar role in luxury hotels with proven results and includes the following: Hospitality diploma/degree is preferred. Technical skills include MS Office – Word, Excel, PowerPoint and Outlook. I am also familiar with various hotel systems including POS, PMS and CRM platforms. I have excellent knowledge of guest related functions, guest service and local surrounding areas. Fluent in English; I understand that additional languages are preferred. All candidates must hold the right to work in the UK to be considered. Sponsorship is not available for this role. The above is intended to provide an overview of the role and responsibilities for a Guest Experience Agent at Six Senses London. It is not and does not infer that the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent to the position. Six Senses London is an equal opportunity employer. This policy applies to all terms and conditions of employment.