Experience Manager

Six Senses Kaplankaya

• To directly oversee/manage all the outdoor activities center e.g hiking, biking, beach activities etc., including watersport’s center and Kids club activities.
• To lead the Experience center team, which acts as a one-stop information, sales & booking center for all departments of hotel. 
• To be responsible for providing information about all Six Senses Kaplankaya experiences.
• Create the Kaplankaya experiences itineraries for the guests whenever needed.
• To oversee smooth operations of the department by liaising directly with the related departments thereby ensuring flawless operations.
• Ensuring that all set policies and procedures, guidelines are in place and rigorously enforced.
• Assist in controlling departmental financial budgets and forecasting through constant monitoring.
• To assist the Resort Operations in delivering the highest service standards throughout the department, ensuring complete guest satisfaction
• Ensures that the Six Senses standards are fully implemented, maintained, and exceeded throughout the departments to reach guest satisfaction.
• To maintain and improve the companies LQA scores where ever applicable with action plan.
• Encourages efficient and effective inter-departmental communication in order to promote a climate of teamwork and motivation.
• Monitors the correct billing of services revenues.
• Champion the service recovery process of the resort and to ensure that guest complaints and comments are investigated and dealt with on a timely manner until full guest satisfaction is reached.
• Promotes sales opportunities whilst driving and monitor’s the up-selling program.
• Neatly and legibly record all guest comments, unusual occurrences and maintenance in the department log book.
• Involve in budget projections and communicate to suggest new proposals.

Qualifications

• BA/BSc in Hospitality management or related field.
• Minimum 5 years of experience in similar position in a luxury lifestyle brand.
• International experience is a big plus.
• Excellent written and verbal skills both in English and Turkish.
• Russian language knowledge is beneficial.
• Proficient in MS Office and PMS systems, familiar with various Hotel booking platforms.
• Excellent sense of product and service quality, a passion for excellence and an understanding of the sophisticated needs of the luxury customer.
• Great attention to details.
• Exceptional customer relationship skills, especially with individual high profile customers.
• Demonstrate excellent communication, counseling, decision-making, and organizational skills.
• Responsive, engaged and interactive with capability of building strong positive team.
• Visibly proactive with excellent organizational skills, capable of providing focused leadership.
• Creative and innovative, capable of delivering products and services that will differentiate in the region’s luxury hotel market.
• Energetic with a positive attitude.
• Able to converse and resolve guest complaints/issues in a calm and professional manner.
• Can identify priorities and effectively execute tasks/projects accordingly and in a timely manner.
• Customer service driven and hands on.
• Great senses of anticipation.
• Ability to work flexible hours.
• Great focus on guest satisfaction.