Team Leader, Connectivity

One&Only Resorts; Big Sky (MT); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical Insurance: 80% Employer-Coverd

Dental, Vision, Life Insurance: 100%

401(k) with employer match

Paid Time Off: 25 days

Complimentary Meals on Shift

Travel Discounts Across Kerzner

Job summary

One&Only Moonlight Basin in Bozeman, Montana, seeks a Front Office/Guest Relations professional to oversee guest engagement from arrival to departure. You will maintain guest profiles, coordinate communications, and ensure service excellence across facilities, experiences, and events.

Ideal candidates will have a hospitality degree, 3+ years in front office or guest relations, and strong communication and organizational skills.

Qualifications

• Bachelor’s degree in Hospitality Management, Hotel Administration, or a related field preferred.
• Excellent verbal and written communication skills.
• Fluency in English required; additional languages are a plus.

Responsibilities

• Oversee guest engagement throughout the guest journey, ensuring experiences align with brand standards.
• Maintain knowledge of accommodations, facilities, services, events and experiences.
• Compile and communicate guest profiles with preferences and arrangements.
• Coordinate pre-arrival communications and arrival arrangements.
• Coordinate welcome, departure, room readiness and amenity deliveries.
• Monitor guest feedback and resolve issues promptly; escalate when needed.
• Review satisfaction trends and implement improvements to the guest experience.
• Identify operational gaps and propose improvements for efficiency and consistency.
• Lead and coach Connectivity colleagues to ensure success; address performance concerns.

Skills

Verbal communication

Written communication

Interpersonal skills

Organizational skills

English fluency

Tech literacy

Education

Bachelor’s degree in Hospitality Management or related field

Tools

Microsoft Office

ALICE

Job description

( 21408 )

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 guests' 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.

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

Benefits

• 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 )
• Subsidized Colleague Housing
• 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
• Travel Discounts Across Kerzner Properties Worldwide

Physical Requirements

• Standing, walking, stooping, kneeling, and bending in an operational environment for 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.