Team Leader, Connectivity

Kerzner International; Big Sky (MT); On-site; USD 60,000 - 95,000; Full time

Benefits offered by this job

Medical Insurance: 80% Employer-Cover?

Dental, Vision & Life Insurance: 100%

401(k) Program Participation: 4% Match

25 Days Paid Time Off

Winter Season Pass / Ski Pass

Complimentary Transportation

Complimentary Meals on Shift

On-Property Discounts

Job summary

Kerzner International is seeking a Team Leader, Connectivity in Bozeman, MT, to supervise the Connectivity team and ensure exceptional guest experiences from pre-arrival through post-stay. You will lead team performance, service quality, and guest satisfaction while collaborating with other departments to support operational excellence.

This position is based in Bozeman, Montana. Responsibilities include overseeing guest engagement, maintaining knowledge of resort offerings, managing guest

Qualifications

• Bachelor’s degree in Hospitality Management, Hotel Administration, or related field.
• At least 3 years of experience in Front Office, Concierge, Guest Relations, or a related area within a hotel or resort environment.
• Previous supervisory experience is preferred.
• Excellent verbal and written communication, interpersonal, and organization skills.
• Fluency in English is required; proficiency in additional languages is a plus.

Responsibilities

• Oversee guest engagement throughout the guest journey, ensuring personalized experiences consistent with brand standards.
• Maintain knowledge of resort accommodations, facilities, services, events, and experiences to support guest engagement.
• Ensure guest profiles, including preferences, requests, and arrangements, are compiled, recorded, coordinated, and communicated.
• Monitor pre-arrival communications and arrival arrangements for guests.
• Oversee welcome and departure arrangements, room readiness coordination, and personalized amenity deliveries.
• Monitor guest feedback, complaints, and concerns, ensuring timely resolution and proper escalation to appropriate departments.
• Review guest satisfaction trends and implement improvements to enhance the guest experience.
• Identify operational gaps and recommend improvements to enhance efficiency and consistency.
• Participate in leadership meetings, communicating key priorities and following up on guest matters.
• Train, coach, and develop Connectivity colleagues to set them up for success.
• Monitor colleague performance and address any performance concerns.

Skills

Communication

Interpersonal skills

Organizational skills

English fluency

Education

Hospitality degree

Tools

Microsoft Office

ALICE

Job description

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 Team Leader, Connectivity is responsible forsupervising the Connectivity team to ensure exceptional guest experiences throughout the pre-arrival, in-house, and post-stay journey. The role will leadteamperformance, service quality, and guest satisfaction, whilecollaborating with other departments to support operational excellence.

This position is based in Bozeman, Montana.

Key Duties & Responsibilities

Oversee guest engaging throughout the guest journey, ensuring personalized experiences that are consistent to brand standards

Maintain a strong knowledge of resort accommodations, facilities, services, events, and experiences to support guest engagement

Ensure guest profiles, including preferences, requests, and arrangements, are appropriately compiled, recorded, coordinated, and communicated

Monitor pre-arrival communications with and arrival arrangements for guests

Oversee welcome and departure arrangements, room readiness coordination, and personalized amenity deliveries

Monitor guest feedback, complaints, and concerns, ensuring timely resolution and proper escalation to appropriate departments

Review guest satisfaction trends, implementing improvements to enhance the guest experience

Identify operational gaps, recommending improvements to enhance efficiency and consistency

Participate in leadership meetings, communicating key operational priorities and following up on outstanding guest matters

Train, coach, and develop Connectivity colleagues to set them up for success

Monitor colleague performance, addressing any performance concerns as needed

Perform additional responsibilities as assigned by the Manager, Connectivity or other members of management

Skills, Experience, & Educational Requirements

Bachelor’s degree in Hospitality Management, Hotel Administration, or a related field is preferred

At least 3 years of experience in Front Office, Concierge, Guest Relations, or a related area within a hotel or resort environment

Previous supervisory experience is preferred

Excellent verbal and written communication, interpersonal, and organization skills

Proficient in computer systems, such as Microsoft Office, ALICE, etc.

Fluency in English is required; Proficiency in additional languages is an advantage

Willing to work flexible hours, including evenings, weekends, and holidays

• 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.