Supervisor, Connectivity
(14812)
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 Supervisor, Connectivity is one of the main supports of the Host Team & Connectivity Center Team within the guest’s stay. It plays a major role in the anticipation of guest profile and amenity planning for their stay. This position’s main responsibilities as Back of the House include overseeing and supervising the process of researching, capturing, and communicating guest profile, preferences and allergies, celebrations, etc., efficiently relaying requests via radio, phone, email, or systems like ALICE, Opera, Alliance and Seven Rooms and use it to support the Host Team & Connectivity Center Team in providing a personalized and tailored experience to our guests. They will be responsible for overseeing the process of creating and organizing guest amenities and everlasting memories in coordination with the resort.
The Supervisor, Connectivity oversees the daily operations of the Connectivity Center, ensuring it functions as the central communication hub of the resort. This role requires extensive knowledge of the Connectivity Center’s operations, resort facilities, and interdepartmental coordination. They are responsible for training and directing team members, maintaining guest relations, and ensuring seamless and timely handling of guest requests. Additionally, the role involves upholding service standards, addressing technical or operational issues, and fostering a culture of excellence within the team.
Additionally, the Supervisor, Connectivity, will assist the Connectivity Manager, Host Manager, Front Desk Manager and Host Team Leadership in regard to all departmental, administrative, and guest needs. Core duties include monitoring overall operation of the Connectivity Center including pre-arrival experience, guest requests through e-mail, Alliance and phone calls, amongst others. To provide high quality services while meeting service standards, improving call performance, ameliorating efficiency and achievement of metrics. Tactical emphasis on customer care, quality management, workforce planning, coaching and training. To demonstrate a commitment to excellence through continuous staff development program enhancing employee engagement, service, knowledge, skills and morale.
The Connectivity Supervisor will work on curating the Itineraries and assisting with any requests from the VIP guests, ensuring a seamless pre-arrival, arrival and departure processes.
Key Duties & Responsibilities
Attend meetings when his/her presence is required, assisting in every way possible (Arrivals, Pre-Conventions, Departmental, etc.)
Training, coaching, and leading Connectivity, PBX, Guest Relations Agents as they provide support for guests
Keep record of guests’ profiles, including any guest information, preferences, and allergies in Alice and Opera daily and encourage the rest of the team to do so as well
Have a complete knowledge of the groups in-house, pre-and-post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed
Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules
Identify and recognize VIP, repeat, and special celebrations guests (wedding anniversary, birthday, honeymoon) assuring personalized service
Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people, what is going on in the area etc.
Skills, Experience & Educational Requirements
General knowledge of MS Office (Word, Excel, Power Point, Outlook, Publisher, and Internet)
Availability to work flexible hours, including weekends, nights and holidays, based on operational needs
Benefits
- Medical insurance - 80% of premium paid by employer
- Health Savings Account with $50 employer contribution per pay period
- Dental, vision & life insurance - 100% of premium paid by employer
- 5 weeks of PTO (Paid Time Off)
- 8 paid holidays
- Uniform provided & complimentary laundering
- Complimentary transportation to/from resort
- Complimentary meal per shift
- Subsidized housing based on availability
- Discounts at F&B outlets on property
- 14 nights per year at $100/night* at Kerzner Properties worldwide
- Winter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership
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 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
- Frequent walking indoors and outdoors around property to assist with guest needs
- 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.
