Six Senses Service Sparks Return Visits
Why focus on retention if a guest feels special during their very first visit? This is the philosophy at Six Senses destinations, where the visit begins before the guest arrives.
Six Senses Protocol
After a guest books their visit to one of the many Six Senses resorts, guests receive packing tips as well as highlighted activities so they can begin to think about their stay. Because there are several return visitors, a history is reviewed to ensure customer preferences are adhered to during their stay. For instance, Marie loves green tea instead of coffee for breakfast. Well, when she arrives Green Tea is available. So who is in charge of managing this guest experience? Well the Guest Experience Maker of course.
GEMS Create Memorable Experiences
In 2009, Six Senses further focused on first impressions with the creation of the Guest Experience Maker (GEM) role. The GEM greets the customer when they arrive, their key focus is making the most of the guest stay, personalizing their experience in line with what they are interested in but also trying to get them to explore their boundaries and go deeper so they get that memorable first time experience.
GEM’s are responsible for arranging meal reservations, activity bookings, excursions, coordinating sustainability tours, as well as travel arrangements and more.
Initially launched at the Six Senses Lamau property and cascaded to other resorts thereafter. The GEMs are an adaptation from the traditional butler role providing guests more space and freedom to explore whilst still having someone to go to, or that comes to them, to recommend the plans for the day or following day. The GEM looks after them during their stay and offers the ultimate personalized service.
As a result, the GEMs receive positive reviews. Often guests comment that the GEM made their stay memorable, created bespoke experiences that will never leave them and that they are really friendly, fun and engaging.
Eco-friendly Immersions to Last a Lifetime
Six Senses properties represent an immersion into nature at the most breathtaking retreats world wide. Since the Six Senses story began in 1995, they’ve grown a bit. Their main goal; open up to new experiences and cultures, so you feel purpose behind your travels. Whether you’re a guest at one of their hotels or resorts, a residence owner or spending time at one of their spas, you’ll note an ethos of environmental stewardship and social responsibility permeating the experience. These elements combined are what Six Senses aspires to: promoting personal well-being, and the health of our planet.
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