Guest Experience & Connectivity Manager

Kerzner International; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance: 80% Employer-Cover

Dental, Vision, Life Insurance: 100%

401(k) Program Participation: 4%

25 Days of Paid Time Off

Ski Pass or Fitness Pass

Complimentary Transportation

Complimentary Meals on Shift

On-Property Discounts

Job summary

One&Only Moonlight Basin is seeking a Manager, Connectivity to oversee the guest journey from pre-arrival to post-stay communication. You will promote the resort's facilities, services, experiences, and local attractions while ensuring personalized, professional guest interactions.

The role requires a minimum of 5 years in Front of House at a luxury hotel or resort and at least 2 years in a management capacity. Strong Opera and Alice PMS proficiency and exceptional communication are essential.

Qualifications

• Minimum 5 years of progressive Front of House experience in a luxury hotel or resort.
• Minimum 2 years of management experience.
• Strong understanding of luxury hospitality standards.
• Proficient in Opera and Alice PMS; excellent written and verbal communication.
• Ability to lead a team and deliver personalized guest service.

Responsibilities

• Lead, motivate, and develop the Connectivity team to deliver service excellence.
• Supervise daily operations, staffing, scheduling, and adherence to resort standards.
• Own the guest communication from pre-arrival to post-stay with timely, personalized interactions.
• Oversee the Connectivity call center ensuring consistent quality of communication.
• Maintain accurate guest profiles and preferences to support personalized service.
• Manage guest requests and special arrangements; share information with relevant departments.
• Build relationships with guests and pro-actively create memorable experiences.
• Resolve guest concerns promptly and follow up as needed.
• Monitor guest feedback to drive improvements in service delivery.
• Maintain knowledge of facilities, services, rates, and promotions to support revenue.

Skills

Front of House Leadership

Guest Service Excellence

Communication Skills

Opera & Alice Knowledge

Microsoft Office Proficiency

Tools

Opera PMS

Alice PMS

Microsoft Office

Job description

One&Only Moonlight Basin is seeking a Manager, Connectivity to oversee the guest journey from pre-arrival to post-stay communication. You will promote the resort's facilities, services, experiences, and local attractions while ensuring personalized, professional guest interactions.

The role requires a minimum of 5 years in Front of House at a luxury hotel or resort and at least 2 years in a management capacity. Strong Opera and Alice PMS proficiency and exceptional communication are essential.