Luxury Guest Experience Manager

Kerzner International; Northern (KY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance 80% employer-covered

Dental, Vision, Life Insurance 100%

401(k) 4% employer match

25 days PTO

Season pass ski or fitness

Complimentary transportation

Complimentary meals on shift

On-property discounts

Job summary

Kerzner International's One&Only Moonlight Basin in the United States seeks a Manager, Host to lead the guest experience across pre-arrival, in-house, and post-stay journeys. You will oversee the Host team to ensure high hospitality standards and seamless guest service throughout every touchpoint.

The role requires a strong background in luxury hotel operations, with expertise in guest services, concierge, and front office functions.

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
• 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 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 during peak arrival, departure, and activity periods
• Build strong relationships with guests, including welcome and thank-you notes and follow-up communications
• Maintain knowledge of all Resort facilities, accommodations, amenities, restaurants, activities, and local attractions
• Promote Resort experiences to convert guest interest into bookings
• Ensure guest preferences are communicated to departments for a seamless experience
• Respond promptly and professionally to inquiries, requests, and concerns
• Resolve guest issues with sound judgment and ownership
• Lead and develop the Host team with coaching and training in luxury hospitality

Job description

Kerzner International's One&Only Moonlight Basin in the United States seeks a Manager, Host to lead the guest experience across pre-arrival, in-house, and post-stay journeys. You will oversee the Host team to ensure high hospitality standards and seamless guest service throughout every touchpoint.

The role requires a strong background in luxury hotel operations, with expertise in guest services, concierge, and front office functions.