Guest Experience Maker /English & Russian Speaker

Six Senses Kaplankaya

Six Senses Kaplankaya presents a mosaic of architecture, history and art, and is within easy reach many famed archaeological sites. There are 141 guestrooms including six suites (75 in the main building and 66 Ridge Villas), all boasting stunning views to the Aegean Sea. Aegean & Mediterranean-inspired fresh, sustainable cuisine interwoven with Turkish elements and flavors is the overarching theme of three dining venues, introducing ‘Eat with Six Senses’ concept by sourcing local and fresh products. The expansive 10,000 square meter Spa, Fitness and Health & Healing Center offers guests and residents a truly integrative approach to optimal wellness. Six Senses Kaplankaya is an idyllic destination for celebrations. It also has facilities to accommodate team-building programs. With many excellent guest experiences on offer, the resort can customize activities to suit active guests and guests who prefer to simply sit back and relax.

Qualifications

• BA/BSc in Hospitality management or related field.
• Excellent command on both verbal and written in English and Turkish.
• Additional languages are beneficial.
• Minimum of 1 year experience in Guest Relations fields in luxury hotel brand.
• Previous luxury hotel experience preferred.
• Knowledge of Opera.
• Ability to work on sliding shift.
• Energetic with a positive attitude.

Scope
 

• Provide a warm welcome to guests with appropriate introduction.
• Prepare all arrivals amenities such as welcome letter, champagne, shoe bag, cold towels and welcome drinks.
• Escort guests accordingly throughout the hotel.
• Check if the guest has any clothes for laundering.
• Coordinate guest requirements with other departments and follow up to ensure all queries are handled to maximum satisfaction.
• Ensure to obtain the voucher from the guest(s) on arrival, if the guests(s) are not holding a voucher, which they supposed to have, communicated it with reservations team and follow-up before the clients’ departure.
• Collect any information about special dietary requests, allergies or other safety conditions.
• Ensure check guest details are inputted into the system.
• Co-ordinate with departments for transfer related issues and assist guests with transfers to and from the hotel if needed.
• Check all information on registration card and cross check with correspondence for accuracy.
• Ensure all guest documents are filled, registered and confirmed by the resort management.
• Meet with the guest at appropriate times to communicate daily events, schedules and requests.
• Making arrangements for resort operated activities, restaurants, tours and other experiences.
• Understand how to process payments via multiple sources and close accounts.
• Knowledge of different types of treatments at Six Senses Spa.
• Supervise the daily activities to ensure service standards met.
• Audits on all guest experience as necessary.
• Ensure the guest bills are checked in advance before present and issue a provisional bill.
• Checking of concern departments for any outstanding bills.
• Checking of interim / final bill with confirmed collection of payment
• Monitor guest comments and follow up as necessary.
• Be familiar with the promotions, events and weekly calendar at the resort.
• Ensure to follow up room service, delivery and presentation.
• Able to confirm guest villa prior to arrival.
• Assist with guest purchases at the resort.
• Be polite and professional in any situation where the image or reputation of the hotel is represented.
• Ensure readiness of materials, methods and equipment needed to ensure the highest level of service is provided.
• Handle specific guest requests, complaints, and suggestions and follow through to maximize the service standard.
• Relay guest complaints to Front Office Manager without any delay.
• Knowledge of all Six Senses properties to be able to arrange accommodation and make travel arrangements to them when on request.
• Knowledge of history and demographical facts about current country.
• Knowledge of flora and wildlife found on the property.
• Notify concerned teams of guest arrival and follow up if necessary before the arrival.
• Adherence to all recognized LQA Standards.
• Introduction of new initiatives that are focused at enhancing guest experience.
• Report any health or safety hazards to the Front Office Manager.
• Ensure the room is prepared according to the guest preference.
• Ensure that all concerned departments have the guest history information.
• Ensure all special requests and preferences has been met as per the guest profile.
• Book any necessary treatments with the spa during the guest’s stay
• Be flexible with alternative options for food, beverage and room options.
• Ensures to perform duties on time in accordance with hotel policy.
• Complete any other duty assigned by management.