Connectivity Agent (Concierge)

Kerzner International; Montana; On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

80% premium paid for medical insurance

5 weeks PTO

Complimentary meal per shift

Discounts at F&B outlets

Job summary

Kerzner International is seeking a Connectivity/PBX/Guest Experiences Agent to ensure seamless guest experience by managing communications and preferences. The role involves liaising with hotel departments and assisting guests to surpass their expectations.

This position offers full-time employment with comprehensive benefits and requires strong attention to detail and effective communication skills, as well as flexibility for shift work.

Qualifications

• Must have experience managing pre-arrival communications.
• Familiarity with guest preferences and handling requests is essential.
• Fluency in English is required.

Responsibilities

• Ensure seamless guest experience by managing pre-arrival communications.
• Coordinate pre-arrival check-in processes and guest preferences.
• Handle all incoming phone calls efficiently and professionally.

Skills

Attention to detail

Strong verbal and written communication

Ability to work under pressure

Proficiency in computer systems

Customer service

Education

Experience as a receptionist or Guest Relations Officer for 2+ years

Tools

PBX Systems

Microsoft Office

ALICE

OPERA

Job description

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

*It is preferred that this role will be based out of Big Sky, MT. However, flexibility to work from Bozeman, MT may be discussed.

Job Summary

The Connectivity/PBX/Guest Experiences Agent ensures seamless guest experience by managing pre-arrival communications, handling guest preferences, and facilitating the effective use of the hotel’s PBX system. This role serves as a key liaison between guests and various hotel departments (e.g., Host, F&B, Housekeeping, Maintenance), efficiently relaying requests via radio, phone, email, or systems like ALICE, Opera, Alliance and Seven Rooms. The agent is responsible for inputting and tracking guest requests, ensuring that each is addressed and completed promptly. This position is critical in aligning guest expectations with hotel services, contributing to a personalized and elevated guest experience, while also maintaining smooth communication and collaboration across departments. The agent’s responsibility is also organizing and tracking the amenities for the guests’ special occasions, special requests, building their Itinerary for all in-house and outside activities. Strong proficiency in computer systems, attention to detail, and the ability to work under pressure are essential, along with fluency in English and effective communication skills. The agent will be responsible of all Alice tickets tracking, requests to be followed up and all the tickets actioned and closed by the end of the day.

The job will require occasional overnight shifts to cover the incoming phone calls that come in after hours.

Key Duties and Responsibilities

Development

Carries out any assigned task with honesty, transparency, and integrity

Maintain polite and professional interpersonal relationship with both colleagues and guests

Demonstrate ability to communicate effectively

Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues

Conduct and participate in team meetings and induction of new employees

Attend all pre-shift briefings under the supervision of a departmental leader

Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage

Product

Act as One&Only brand Ambassador always

Adhere of company ethics & antibribery policies

Understand, instill, and live the Company Philosophy

Ensure compliance with all brand standards, OO markers, quality standards, and SOP

Always maintains workplace discipline in accordance with company philosophy, policies, and procedures

Demonstrate an ability to maintain confidentiality and privacy

Pre-Arrival Coordination

Work closely with the Reservations team to ensure that all guest preferences and requests are accurately captured and communicated in advance

Respond to incoming guest communications (phone, email, etc.) prior to arrival, providing information on hotel services, confirming reservations, and addressing any specific requests

Check that all e-mails received are replied to within 12 Hours and filed correctly

Utilize guest profiles, correspondence, and previous stay history to log and update preferences, ensuring all requirements (such as room type, special requests, and additional services) are identified and communicated to the relevant departments prior to arrival (e.g., Host, F&B, Activities, Housekeeping, Maintenance)

Provide accurate information on hotel services, local attractions, and activities based on guest queries

Coordinate the pre-arrival check-in process, including providing guests with relevant information and preparing any necessary documentation

Be fully aware of in-house groups, upcoming and departing group arrivals, scheduled events at the resort or off-site, and their timing to avoid loss of guest information

Have full command of ALICE, OPERA, OpenTable, Resy, Seven Rooms, and PBX systems to ensure effective communication and smooth operations

Ensure that all guest requests are noted and acted upon promptly, maintaining a high level of personalization for each stay

Proactively identify opportunities to enhance guest satisfaction before arrival, anticipating needs based on prior interactions or booking details

Review VIP codes and flag VIP arrivals

Maintain the cleanliness and operational readiness of the office

Follow LQA and Forbes Standards related to responsibilities

Follow the company standards and the grooming standards

PBX (Telephone) Operations

Manage all incoming phone calls either internal or external, ensuring prompt, efficient, and accurate handling of inquiries, as well as the correct logging of all calls

Properly handle hotel emergency procedures

Maintain excellent communication between the Connectivity Center and other departments to ensure periodic and necessary updates of information

Direct calls to the appropriate department or staff member, providing information as needed while maintaining professionalism

Address guest inquiries, complaints, and requests via phone with a focus on clarity and service excellence

Maintain comprehensive knowledge of room categories, rates, locations, activities, amenities, and services offered on the property

Ensure all telephone systems and procedures are followed, adhering to established protocols for managing guest interactions

Communicate both positive and negative feedback from guests to appropriate departments

Run day-to-day operations of the Connectivity Center, ensuring the quality, standards and meeting the expectations of the customers daily

Update and communicate the most current information regarding extension numbers, direct lines, fax numbers, as well as the names of each department and staff member

Carry out wake-up calls as requested by guests and follow established procedures

The night shift will ensure the printing of all the next day arrival itineraries and handle the delivery to the Front Office Team so they may include those in their welcome folder

Take Private Dining orders from guests in accordance with standards when pertinent and only when necessary

Education & 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
• Must have experience as a receptionist or Guest Relations Officer in a five-star environment for a minimum of 2 years
• Strong verbal and written communication skills, with a focus on customer service. Have extensive knowledge of the resort and surrounding areas
• Availability to work flexible hours, including weekends, nights and holidays, based on operational needs

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 (Paid Time Off)
• 8 paid holidays
• Uniform provided & complimentary laundering
• Complimentary transportation to/from resort
• Complimentary meal per shift
• Subsidized 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 towards gym membership

Seasonal

• Uniform provided & complimentary laundering
• Complimentary transportation to/from resort
• Complimentary meal per shift
• Subsidized 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 towards 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. Physical requirements include, but are not limited to:

• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
• Frequent bending, twisting, stooping, reaching, and pulling
• Lifting and carrying of 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, wind, etc.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.