Luxury Guest Experience Manager

One&Only Resorts; Big Sky (MT); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Match

Paid Time Off

Housing Subsidy

Ski/Fitness Pass

Free Meals

Employee Discounts

Travel Discounts

Job summary

One&Only Moonlight Basin is seeking a Manager, Host to lead the guest experience across pre-arrival, in-house, and post-stay stages. You will oversee the Host team, ensuring high standards of hospitality and seamless service informed by in-depth knowledge of the resort’s facilities, amenities, and local attractions.

The role requires 3+ years in Front Office/Guest Services/Concierge with management experience, excellent communication, and a polished professional presence; luxury resort

Qualifications

• Minimum of 3 years of progressive experience in Front Office, Guest Services, Concierge, or a related field, with at least 1 year of management experience.
• Experience in a luxury hotel/resort setting is strongly preferred.
• Exceptional verbal and written communication skills with a polished, professional presence.

Responsibilities

• Lead the delivery of an exceptional guest experience from pre-arrival through post-stay, consistently anticipating needs and exceeding expectations
• Maintain a visible presence throughout the Resort, particularly during peak arrival, departure, and activity periods
• Build strong relationships with guests, providing thoughtful touches, including welcome and thank-you notes, follow-up communications, and special requests assistance
• Maintain comprehensive knowledge of all Resort facilities, accommodations, amenities, restaurants, activities, activations, and local attractions
• Promote Resort experiences to convert guest interest into bookings
• Ensure guest preferences are accurately communicated to the appropriate departments to create a seamless experience for guests
• Respond promptly and professionally to guest inquiries, requests, and concerns, taking ownership through resolution
• Take ownership of guest recovery situations, complaints, and service challenges, resolving issues with sound judgement
• Empower the Host team to create memorable guest experiences, while consistently reflecting the Resort’s service philosophy of “We Create Joy”

Skills

Front Office

Guest Services

Concierge

Management

Communication

Organization

Flexibility

ALICE PMS

Microsoft Office

Tools

ALICE PMS

Microsoft Office

Job description

One&Only Moonlight Basin is seeking a Manager, Host to lead the guest experience across pre-arrival, in-house, and post-stay stages. You will oversee the Host team, ensuring high standards of hospitality and seamless service informed by in-depth knowledge of the resort’s facilities, amenities, and local attractions.

The role requires 3+ years in Front Office/Guest Services/Concierge with management experience, excellent communication, and a polished professional presence; luxury resort