Connectivity Agent (Concierge)

One&Only Resorts; Big Sky (MT); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Medical insurance – 80% of premium paid by employer

5 weeks of PTO

Complimentary meal per shift

Seasonal ski pass or gym reimbursement

Job summary

One&Only Resorts seeks a Connectivity/PBX/Guest Experiences Agent based in Big Sky, MT. This role is crucial to ensuring seamless guest experiences through managing pre-arrival communications and PBX operations.

The ideal candidate will have strong attention to detail, excellent communication skills, and familiarity with PBX systems. The position involves evening and weekend shifts and offers full-time year-round benefits including medical insurance and paid time off.

Qualifications

• Strong verbal and written communication skills with a focus on customer service.
• Ability to manage multiple tasks concurrently in a dynamic environment.
• Knowledge of resort and surrounding areas is extensive.

Responsibilities

• Ensure timely and accurate handling of guest requests and communications.
• Manage all incoming phone calls efficiently, ensuring quality service.
• Coordinate with the Reservations team to ensure guest preferences are met.

Skills

Fluency in English

Attention to detail

Effective communication skills

Familiarity with PBX systems

Ability to work under pressure

Education

Minimum of two years’ experience as a receptionist or Guest Relations Officer in a five-star environment

Tools

ALICE

OPERA

MS Office

Excel

Job description

Job Summary

The Connectivity/PBX/Guest Experiences Agent ensures a seamless guest experience by managing pre‑arrival communications, handling guest preferences, and facilitating effective use of the hotel’s PBX system. The role serves as a key liaison between guests and various hotel departments, relaying requests via radio, phone, email, or systems such as ALICE, Opera, Alliance, and Seven Rooms. The agent inputs and tracks guest requests, ensuring timely completion, and organizes amenities for guests’ special occasions. Strong proficiency in computer systems, attention to detail, fluency in English, and the ability to work under pressure are essential. The position requires occasional overnight shifts to cover after‑hours phone calls.

Location Preference

It is preferred that this role will be based out of Big Sky, MT, with flexibility to work from Bozeman, MT discussed if needed.

Key Duties and Responsibilities

Development

• Carries out any assigned task with honesty, transparency, and integrity.
• Maintains polite and professional relationships with colleagues and guests.
• Demonstrates effective communication skills.
• Develops an effective and supportive team environment by listening to and acting on behalf of guests and colleagues.
• Participates in team meetings and the induction of new employees.
• Attends all pre‑shift briefings under the supervision of a departmental leader.
• Plans workflow and capacity for the team to ensure optimum manning distribution and proper guest service coverage.

Product

• Acts as a One&Only brand Ambassador at all times.
• Adheres to company ethics and anti‑bribery policies.
• Understands, instils, and lives the Company Philosophy.
• Ensures compliance with all brand standards, OO markers, quality standards, and SOP.
• Maintains workplace discipline in accordance with company philosophy, policies, and procedures.
• Maintains confidentiality and privacy.

Pre‑Arrival Coordination

• Works closely with the Reservations team to capture and communicate guest preferences and requests in advance.
• Responds to incoming guest communications prior to arrival, providing information on hotel services, confirming reservations, and addressing specific requests.
• Ensures all e‑mails received are replied to within 12 hours and filed correctly.
• Logs and updates preferences using guest profiles, correspondence, and previous stay history, ensuring all requirements are communicated to relevant departments prior to arrival.
• Provides accurate information on hotel services, local attractions, and activities based on guest queries.
• Coordinates the pre‑arrival check‑in process, including providing necessary documentation.
• Keeps full awareness of in‑house groups, upcoming and departing group arrivals, scheduled events, and their timing to avoid loss of guest information.
• Uses ALICE, OPERA, OpenTable, Resy, Seven Rooms, and PBX systems to ensure effective communication and smooth operations.
• Ensures all guest requests are noted and acted upon promptly, maintaining a high level of personalization for each stay.
• Proactively identifies opportunities to enhance guest satisfaction before arrival.
• Reviews VIP codes and flags VIP arrivals.
• Maintains the cleanliness and operational readiness of the office.
• Follows LQA and Forbes standards related to responsibilities.
• Follows company and grooming standards.

PBX (Telephone) Operations

• Manages all incoming phone calls, ensuring prompt, efficient, and accurate handling of inquiries and correct logging.
• Handles hotel emergency procedures properly.
• Maintains excellent communication between the Connectivity Center and other departments for periodic updates.
• Directs calls to the appropriate department or staff member, providing information as needed in a professional manner.
• Addresses guest inquiries, complaints, and requests via phone with a focus on clarity and service excellence.
• Maintains comprehensive knowledge of room categories, rates, locations, activities, amenities, and services offered.
• Ensures all telephone systems and procedures are followed, adhering to established protocols for managing guest interactions.
• Communicates both positive and negative feedback from guests to appropriate departments.
• Runs day‑to‑day operations of the Connectivity Center, ensuring quality, standards and meeting customer expectations daily.
• Updates and communicates the most current information regarding extension numbers, direct lines, fax numbers, and staff names.
• Carries out wake‑up calls as requested by guests following established procedures.
• During the night shift, prints all next‑day arrival itineraries and delivers them to the Front Office Team for inclusion in the welcome folder.
• Takes private dining orders from guests in accordance with standards when pertinent and only when necessary.

Education and Experience Requirements

• Familiarity with PBX systems; knowledge of MS Office, Excel, ALICE, and OPERA is essential.
• Ability to manage multiple tasks concurrently in a dynamic environment with excellent attention to detail.
• Minimum of two years’ experience as a receptionist or Guest Relations Officer in a five‑star environment.
• Strong verbal and written communication skills with a focus on customer service; extensive knowledge of the resort and surrounding areas.
• Availability to work flexible hours, including weekends, nights and holidays, based on operational needs.

Benefits

Full‑Time Year‑Round

• Medical insurance – 80% of premium paid by employer.
• Health Savings Account with $50 employer contribution per pay period.
• Dental, vision & life insurance – 100% of premium paid by employer.
• 5 weeks of PTO.
• 8 paid holidays.
• Uniform provided & complimentary laundering.
• Complimentary transportation to/from resort.
• Complimentary meal per shift.
• Subsidised housing based on availability.
• Discounts at F&B outlets on property.
• 14 nights per year at $100/night at Kerzner Properties worldwide.
• Winter season includes complimentary ski pass to Big Sky Resort based on availability or $225 reimbursement toward gym membership.

Seasonal

• Uniform provided & complimentary laundering.
• Complimentary transportation to/from resort.
• Complimentary meal per shift.
• Subsidised housing based on availability.
• Discounts at F&B outlets on property.
• Winter season includes complimentary ski pass to Big Sky Resort based on availability or $225 reimbursement toward gym membership.

Physical Requirements

The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation.

• Standing, walking, stooping, kneeling, and bending for extended periods.
• Frequent bending, twisting, stooping, reaching, and pulling.
• Lifting and carrying loads weighing up to 50 pounds.
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, or wind.