Guest Experience Manager — Luxury Resort

Kerzner International; Montana; On-site; USD 65,000 - 90,000; Full time

Job summary

One&Only Moonlight Basin is seeking a Manager, Guest Relations to lead the guest journey from pre-arrival to post-stay. You will oversee the Host team, ensure exceptional service, and know the resort’s facilities, amenities, and local attractions to confidently assist guests and convert opportunities into reservations and experiences.

The role requires at least 3 years in Front Office/Guest Services with 1 year in management, preferably in a luxury setting.

Qualifications

• Minimum 3 years of progressive experience in Front Office, Guest Services, Concierge, or a related field, with at least 1 year of management experience.
• Previous experience in a luxury hotel/resort setting is strongly preferred.
• Proficient in computer systems (Microsoft Office), PMS systems, and reservations systems (ALICE).
• Exceptional verbal and written communication skills with a polished, professional presence.
• Strong organizational skills with a high level of attention to detail.
• Willing to work flexible hours, including evenings, weekends, and holidays.

Responsibilities

• Lead guest experience from pre-arrival through post-stay, consistently anticipating needs and exceeding expectations.
• Oversee day-to-day operations of the Host department with staffing and priorities.
• Build relationships with guests, providing thoughtful touches and follow-up communications.
• Recruit, interview, and select Host candidates who meet resort standards.
• Coordinate with departments to ensure seamless service and guest satisfaction.

Skills

Guest relations

Front office

Concierge

Team management

Communication

Tools

ALICE PMS

Microsoft Office

Job description

One&Only Moonlight Basin is seeking a Manager, Guest Relations to lead the guest journey from pre-arrival to post-stay. You will oversee the Host team, ensure exceptional service, and know the resort’s facilities, amenities, and local attractions to confidently assist guests and convert opportunities into reservations and experiences.

The role requires at least 3 years in Front Office/Guest Services with 1 year in management, preferably in a luxury setting.