Job Description

Job Title: Retail Host / GEM Coordinator

Department: Retail / Front of House

Reports to: Director of Rooms

Duties and Responsibilities

Vision and Values

As Retail Host / GEM Coordinator 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.

Wellness

I will fully embrace and safeguard the overall Wellness philosophy, concepts and programs. I will ensure that all wellness brand initiatives are fully embraced, and I will participate regularly in our Mission Wellness activities.

Sustainability

Sustainability is at the core of everything we do at Six Senses. I will ensure to follow all directives on environmental protection and preservation, re-usage and minimum wastage, purchasing and packaging such as the abolition of single-use plastic by 2022. I will maintain a harmonious and sensitive approach to our environment and cultural surroundings.

Operational Ownership

In this role, I will assume full responsibility for the efficient operation of Retail area and retail tasks to provide exceptional products/merchandize and services within brand operating standards.

I will assist to ensure that all set policies, procedures, best practices are in place and rigorously enforced.

A high standard of personal appearance, grooming and hygiene, plus comprehensive knowledge of safety, security and emergency procedures will be maintained in line with brand and statutory requirements.

All activities within the department will be carried out ethically, honestly and within the parameters of local law.

An important part of the role is to interact with guests and hosts in a professional, courteous and positive manner and proactively seek feedback, using guest name whenever possible. I am responsible for an exceptional guest experience from arrival to departure. In the event of guest complaints, I will effectively carry out service recovery or charge our hosts to do so to the satisfaction of guests

I will perform the following relevant tasks for this role:

• Check and assist with the setup of daily operations of the retail area according to Six Senses standards.
• Ensure the cleanliness and hygiene of the retail area.
• Ensure retail is offered appropriately to the guests.
• Prepare guest bills.
• Answer the telephone and email communications in a professional, friendly and efficient manner, ensuring accurate information and timely follow-up.
• Provide prompt, courteous and accurate service to guests at all times.
• Maintain the equipment used in safe and working conditions.
• Fill in documents / controls / reports for duty.
• Responsible for gift shop store and inventory on a monthly basis.
• Prepare sales summary on daily and monthly basis.
• Keep up with trends and suggest to Director of Rooms possible local natural brands or products.
• Itemize every item in the gift shop with suppliers’ name and code for easy reordering and updating.
• Create promotions and upsell products.
• Achieve individual and group targets in sales as required, as well as promoting the upselling of retail products, packages and special promotions.
• Ensure sell-by dates on products are monitored and any issue brought up to supervisor.
• Be familiar with room amenities, layout, rate structure and outlets (operating hours, menu, promotions, prices), plus all facilities and services offered in the hotel.
• Responsible for weekly redecoration.
• Promote and upsell resort services, spa, experiences and dining outlets alongside retail products.
• Handle guest feedback, comments and concerns, ensuring proper follow-up and reporting.
• Knowledge of fire and safety procedures and exits; report any health or safety hazard to the Guest Experience Manager.
• Attend meetings and training as required by supervisors.
• Upkeep Six Senses guidelines and standards of service and operation. My performance benchmarks are maintained and exceeded.
• Strictly adhere to LQA standards and guest comments.
• Perform any additional tasks given to me by supervisor/management.

Guest experience during low season or when covering the Guest Experience Maker (GEM) Coordinator position

• Review guest profiles and preferences prior to arrival and ensure all relevant information is communicated to concerned departments.
• Coordinate guest arrivals, special requests, amenities and preferences to ensure personalized experiences.
• Act as a central communication point between departments to ensure seamless guest journeys.
• Manage and operate the resort communication platforms including telephone systems and guest applications (e.g. Six Senses App / Okami).
• Handle internal and external calls, messages, wake-up calls and guest requests promptly and accurately.
• Assist guests with reservations for restaurants, spa treatments and experiences, ensuring all bookings are properly recorded and communicated.
• Maintain and update guest requests, traces and internal communication logs to ensure follow-up and service continuity.
• Ensure proper shift handover, highlighting all pending requests and important guest information.
• Support arrival and departure experiences including welcoming guests, escorting when required, and assisting with luggage coordination.
• Support with transportation arrangements and transfer requests with relevant departments.
• Collect and communicate important guest information such as dietary requirements, allergies or special occasions.
• Ensure guest profiles and preferences are accurately recorded and updated in the system.
• Assist in registration and billing processes, ensuring accuracy of guest information and documentation.
• Offer packing service for the guest and ensure luggage pick-up and transfer confirmation.
• Handle all job orders for defects in the room / villa.
• Monitor and report any maintenance issues or service defects and follow up to ensure resolution.
• Ensure all communication equipment and systems are functioning properly and report any defects.
• Maintain strong knowledge of local attractions, destinations and Six Senses properties to assist with guest inquiries and travel arrangements.

General

In this role, I will behave in a professional manner and set an example to all. I will abide by Six Senses principles, core values, best practices, guidelines and objectives, while respecting other cultures and nationalities and projecting a positive and proactive position to help build and maintain a strong, loyal team.

Skills and Experience

To execute the position of Retail Host / GEM Coordinator, I confirm that I have the required qualifications and experience in retail or a similar or greater role. Experience in front office or guest experience is an advantage, as the role includes covering the Guest Experience Maker Coordinator position during the low season.

I am a personally involved, visible and proactive host with excellent organizational skills. 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 and I have experience and I am able to work in a cross-cultural environment positively.

Technical skills include MS Office – Word, Excel, PowerPoint and Outlook. I am familiar with Micros and other POS systems. I keep myself updated with the latest trends in retail, fashion and Visual Merchandising. I am familiar with both male and female sizes in international standards and also familiar with various material, equipment and accessories for sale in the retail area.

I have an excellent command of written and spoken English and some knowledge of the local language and customs. I will maintain a thorough understanding of Six Senses in terms of guidelines, rules and regulations, brand and operating standards, facilities and services.

Remarks

Specific days and timing are based on the business needs, seasonality and local labor laws. The role will also require standing and walking for extended periods of time and some heavy lifting of materials up to 30kg. I also recognize that the role is dynamic and may change to meet operational requirements.