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

Communicate effectively with all departments and be familiar with the entire resort premises.
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.
Promoting Six Senses philosophy of sustainability.
Develop a close and harmonious working relationship within the department as well as the Resort.
Arrive on time in full uniform in accordance with the company grooming guideline.
Providing a personalized service for the guest and monitor their satisfaction as a main key contact during their stay.
Fully understand and embrace Six Senses company vision and values and its application in all tasks associated with the host’s duty.
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
Carrying out villa inspection and set up the amenity for arrivals. Always respect the amenities policy and honor the guest’s benefits.
Complete any other duty assigned by management.
Work and implement Six Senses best practice throughout the department with action plan.
Handling all guests’ requests are quickly and efficiently. Liaise with other departments to make sure all requirements of the guests are met.
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.
Ensure all reports are accurate and distributed in a timely manner. Guest updates are detailed and fully transferred to Opera system.
Suggesting creative ideas and initiatives to enhance guests’ experience.
Follow up on LQA standards to achieve maximum guest satisfaction.
Be knowledgeable about the Resort and the island in order to carry informative interaction with the guests and make recommendation when necessary.
Ensuring that all accounting and legal procedures are carried out in accordance with the resort policy.
Adhere to all Six Senses brand standards ensuring successful communication across all levels of the operation.
Learn about the guest’s preferences, habits, hobbies through day to day interaction in order to delivery a tailor made service for the guests.
Always keep the hygiene and cleanliness of work area, equipment and material.
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.
Portray professional public relations and human relations skills at all times.
Handling guest complaints, inquiries, and comments, log them and initiate appropriate action and follow up. Ensuring extra attention on sunshine guests.
Complete knowledge of Six Senses- policies and procedures; rules and regulations, facilities, services and statutory procedures.
Maximize room occupancy and use up- selling techniques to promote Resort services and facilities.
Assists in training and sharing of knowledge to new GEMs by acting as their buddy during their onboarding period.
Stay up to date of guest’s daily activities to assist them and facilitate where needed.

Willingness to learn new skills and work hard.
Ability to work under pressure.
Advanced Opera PMS system and POS.
One year of experience in a similar role in a high end resort.
Good command over written and spoken English.
Dealing with high end guests.
Knowledge of Front Office Department procedures.
Hospitality degree from a recognized hospitality school preferred
Completed High School education is required.
Flexible working hours with extra hours requires.

100% salary during the probation period (2 months).
Attractive year- end and Lunar New Year bonuses.
Competitive Service Charge.
Seniority bonus after every 12 months of service.
Social Insurance contribution based on 100% of salary.
Monthly allowance: VND 2,400,000.
7 personal accident insurance from the first working day.
Relocation allowance.
Uniforms and laundry service provided.
Global training opportunities and career development with Six Senses & IHG.
Staff accommodation provided.
Annual home leave air ticket support.
Staff meals and transportation provided.

Cập nhật gần nhất lúc: 2026-03-17 10:15:02