Guest Experience & Connectivity Manager

Kerzner International; United States; Híbrido; USD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Front of House Leadership

Guest Service Excellence

Communication Skills

Opera & Alice Knowledge

Microsoft Office Proficiency

Herramientas

Opera PMS

Alice PMS

Microsoft Office

Descripción del empleo

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.

Job Summary

The Manager, Connectivity is responsible for overseeing the guest journey from pre-arrival to in-house to post-stay communication, ensuring that every guest interaction exceeds expectations. They will assist the guest journey by sharing and promoting the Resort's facilities, services, experiences, and offerings, as well as the area's local attractions and interest points.

Key Duties & Responsibilities

• Lead, motivate, and develop the Connectivity team, creating a culture of collaboration, communication, accountability, transparency, and service excellence
• Supervise daily operations, ensuring appropriate staffing, scheduling, and overall adherence to Resort standards
• Own the guest communication experience from pre-arrival through post-stay stages, ensuring timely, personalized, and professional communication
• Oversee the operation of the Connectivity call center, ensuring consistent quality in communication
• Maintain accurate guest profiles, preferences, and correspondence to support personalized service
• Oversee guest requests, inquiries, and special arrangements, ensuring accurate information sharing with relevant departments
• Build relationships with guests, proactively finding opportunities to create memorable experiences
• Resolve guest concerns and complaints promptly, providing appropriate follow-up
• Monitor guest feedback, using insights to improve service delivery
• Maintain extensive knowledge of Resort facilities, accommodations, services, rates, packages, and promotions, selling its products to guests to generate revenue
• Monitor room types, rates, discounts, and applicable rate policies to provide accurate information to guests
• Communicate guest arrivals to the appropriate departments
• Perform additional responsibilities as assigned by the Manager, Front of the House or other members of management

Skills, Experience, & Educational Requirements

• A minimum of 5 years of progressive experience in Front of House operations within a 5-star hotel or resort setting
• A minimum of 2 years of management experience
• Strong understanding of luxury hospitality standards
• Proficient in Microsoft Office, Alice, and Opera
• Excellent written and verbal communication skills
• Strong problem-solving and decision-making skills
• Medical Insurance: 80% Employer-Covered (Full-Time, Year-Round Only)
• Dental, Vision, and Life Insurance: 100% Employer-Covered (Full-Time, Year-Round Only)
• 401(k) Program Participation: 4% Employer Match (Full-Time, Year-Round Only)
• 25 Days of Paid Time Off (Full-Time, Year-Round Only)
• Winter Season Pass Program: Ski Pass or Fitness Pass (Subject to Availability)
• Complimentary Transportation
• Complimentary Meals on Shift
• On-Property Discounts Across Food & Beverage, Wellness, and Retail

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 environmentfor extended periods
• Frequent bending, twisting, stooping, reaching, and pulling
• Lifting and carrying of loads weighing up to 30 pounds
• Remaining in a stationary position for long periods
• Constantly operating a computer and other office productivity machinery
• 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.