Role Overview
As a Guest Experience Maker Supervisor at Six Senses Zighy Bay, you will embody the brand's vision to help guests reconnect with themselves, others, and the world around them. This leadership role within the Front Office department demands a passion for luxury hospitality, a deep understanding of personalized guest journeys, and the ability to inspire a team to deliver intuitive, anticipatory service. You will oversee daily front office operations, mentor Guest Experience Makers (GEMs), and ensure every interaction reflects the Six Senses philosophy of wellness, sustainability, and authentic connection.
Key Responsibilities
- Team Leadership: Supervise, coach, and develop a team of Guest Experience Makers, conducting regular performance reviews, scheduling, and onboarding to maintain high service standards.
- Guest Journey Management: Orchestrate seamless arrival, stay, and departure experiences, including personalized welcome amenities, itinerary planning, and proactive problem resolution.
- Operational Excellence: Manage front desk operations, including check-in/check-out procedures, room assignments, guest requests, and billing accuracy, ensuring compliance with brand standards and SOPs.
- Quality Assurance: Monitor guest feedback platforms (e.g., TripAdvisor, Google Reviews, internal surveys), implement corrective actions, and drive continuous improvement in guest satisfaction scores.
- Cross-Functional Collaboration: Partner with Housekeeping, Engineering, F&B, Spa, and Hosts to fulfill special requests, coordinate VIP arrivals, and execute memorable moments.
- Training & Development: Design and deliver ongoing training sessions on Six Senses service rituals, product knowledge, sustainability initiatives, and wellness offerings.
- Reporting & Administration: Prepare daily operations reports, manage shift handovers, oversee key control, and maintain accurate guest profiles in the PMS (Opera or similar).
- Crisis Management: Act as first point of escalation for guest complaints or emergencies, resolving issues with empathy, authority, and discretion.
Required Qualifications
- Minimum 3 years of luxury hotel front office experience, with at least 1 year in a supervisory or assistant manager capacity.
- Proven track record in 5-star resort or lifestyle brand environments (Six Senses, Aman, Four Seasons, Ritz-Carlton, or equivalent).
- Fluent English (written and spoken); Arabic or additional languages are a strong advantage.
- Expert proficiency in Property Management Systems (Opera Cloud preferred) and Microsoft Office Suite.
- Deep understanding of luxury service standards, guest personalization techniques, and cultural sensitivity.
- Demonstrated ability to lead diverse teams, manage conflict, and foster a positive, high-performance culture.
- Flexibility to work shifts, weekends, holidays, and extended hours as operational needs dictate.
- Valid work authorization for Oman.
Preferred Qualifications
- Degree or diploma in Hospitality Management, Tourism, or related field.
- Certification in Luxury Brand Management or Guest Experience Design.
- Experience with Six Senses or similar wellness-focused hospitality brands.
- Knowledge of sustainability practices (Earth Lab, plastic-free initiatives, community engagement).
- Background in wellness programming, spa coordination, or holistic guest journey design.
Core Competencies
- Guest Centricity: Anticipates needs, personalizes interactions, creates emotional connections.
- Leadership: Inspires trust, delegates effectively, develops talent, leads by example.
- Communication: Clear, concise, multilingual, active listener, culturally aware.
- Problem Solving: Analytical, decisive, resourceful, turns challenges into opportunities.
- Adaptability: Thrives in dynamic environments, embraces change, resilient under pressure.
- Attention to Detail: Meticulous standards, consistency, quality focus.
Work Environment
Six Senses Zighy Bay is an award-winning luxury resort located on the northern Musandam Peninsula, offering a unique blend of traditional Omani architecture, dramatic mountain and beach landscapes, and a world-class wellness sanctuary. The resort operates with a strong commitment to sustainability, community integration, and employee well-being. As a Supervisor, you will enjoy access to professional development programs, wellness facilities, and a supportive, inclusive culture that values authenticity and personal growth.