Guest Services Team Leader - Six Senses Crans Montana
In this role, I will assist and assume responsibility on the efficient operation of Guest Services department to provide exceptional products and services within brand operating standards.
I will assist to ensure that all set policies, procedures, best practices are in place and rigorously enforced.
I will focus on the rejuvenation of the driveway arrival and departure experience. Experiences, services and products will be constantly assessed to remain relevant and in keeping with Six Senses wellness and sustainability practices.
I will work in partnership with other departments to ensure guest’s needs are determined/met and oversee the overall smooth operation of guest arrivals.
I will perform the following relevant tasks for this role:
• Responsible for responding to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum guest satisfaction while complying with resort standards and policies.
• Lead daily operations of Guest Services and Drivers to ensure smooth guest arrival, departure, and transport services.
• Oversee guest luggage handling, ensuring timely, secure, and accurate delivery.
• Ensure proper coordination of guest transportation, including airport transfers and internal resort movements.
• Oversee loading and unloading of guest vehicles during arrivals and departures.
• Ensure lobby, driveway, and guest arrival areas are always clean, organized, and presentable.
• Maintain and monitor resort vehicles and buggies to ensure cleanliness and operational readiness.
• Coordinate closely with Concierge, Front Office, other hotel departments, and external transport providers.
• Manages the internal drivers and vehicles operationally, including the in-house taxi driver and shuttle operations
• Review daily arrivals, departures, VIPs, groups, and special guest requirements for proper planning.
• Ensure delivery of newspapers, messages, luggage, and guest items is executed efficiently.
• Assist guests in all inquiries in connection with resort services, hours of operations, key hotel personnel, in-house events, directions, etc. Review arrivals and departures to plan for the next day’s activities.
• Handle guest complaints, feedback, and special requests with immediate action and follow-up.
• Maintain guest recognition standards and ensure personalized service delivery.
• Assist in training for Guest Services and Driver.
• Ensure compliance with all safety, fire, and emergency procedures for staff and guests.
• Liaise with engineering to resolve maintenance issues in guest areas or vehicles promptly.
• Ensure transport coordination with external service providers for smooth guest transfers.
• Monitor inventory of operational supplies and ensure timely replenishment.
• Ensure proper documentation and reporting of operational activities and guest incidents.
• Maintain LQA standards and ensure continuous service quality improvement.
• Conduct regular inspections of vehicles, buggies, lobby, and driveway areas.
• Upsell resort facilities including spa, dining, and experiences when appropriate.
• Ensure adherence to resort policies, brand standards, and operational guidelines at all times.
• Support in ensuring punctuality and discipline of team members.
Qualifications
To execute the position of Guest Services Team Leader, I have the required qualifications, technical skills and experience in a similar or greater role in luxury hotels with proven results. I possess a minimum hospitality diploma/degree from a recognized hospitality school and more than two year’s experience in a similar hotel operational role.
- High school diploma or equivalent and minimum of 2 years’ experience in a similar hotel operational role.
- Technical skills include Advanced MS Office – Word, Excel, PowerPoint and Outlook. I am also familiar with various hotel systems including POS, PMS and CRM platforms. I possess a valid driving license with good standing driving record. I have the confidence and experience in handling golf cart/buggy.
I have an excellent command of written and spoken French and English language.
Fluent in French & English - EU passport or valid Swiss work authorization required