Connectivity Agent (Concierge)
(16132)
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.
- It is preferred that this role will be based out of Big Sky, MT. However, flexibility to work from Bozeman, MT may be discussed.
Job Summary
The Agent, Connectivity ensures seamless guest experience by managing pre-arrival communications, handling guest preferences, and facilitating the effective use of the hotel’s PBX system. This role serves as a key liaison between guests and various hotel departments (e.g., Host, F&B, Housekeeping, Maintenance), efficiently relaying requests via radio, phone, email, or systems like ALICE, Opera, Alliance and Seven Rooms. The agent is responsible for inputting and tracking guest requests, ensuring that each is addressed and completed promptly. This position is critical in aligning guest expectations with hotel services, contributing to a personalized and elevated guest experience, while also maintaining smooth communication and collaboration across departments. The agent’s responsibility is also organizing and tracking the amenities for the guests’ special occasions, special requests, and building their Itinerary for all in-house and outside activities.
The job will require occasional overnight shifts to cover the incoming phone calls that come in after hours.
Key Duties and Responsibilities
Respond to incoming guest communications (phone, email, etc.) prior to arrival, providing information on hotel services, confirming reservations, and addressing any specific requests
Utilize guest profiles, correspondence, and previous stay history to log and update preferences, ensuring all requirements (such as room type, special requests, and additional services) are identified and communicated to the relevant departments prior to arrival (e.g., Host, F&B, Activities, Housekeeping, Maintenance)
Be fully aware of in-house groups, upcoming and departing group arrivals, scheduled events at the resort or off-site, and their timing to avoid loss of guest information
Have full command of ALICE, OPERA, OpenTable, Resy, Seven Rooms, and PBX systems to ensure effective communication and smooth operations
PBX (Telephone) Operations
Manage all incoming phone calls either internal or external, ensuring prompt, efficient, and accurate handling of inquiries, as well as the correct logging of all calls
Maintain comprehensive knowledge of room categories, rates, locations, activities, amenities, and services offered on the property
Update and communicate the most current information regarding extension numbers, direct lines, fax numbers, as well as the names of each department and staff member
Education & Experience Requirements
- Familiarity with PBX systems, knowledge of MS Office, Excel, Alice and Opera is essential
- Ability to manage multiple tasks concurrently in a dynamic environment, with excellent attention to detail
- Must have experience as a receptionist or Guest Relations Officer in a five-star environment for a minimum of 2 years
- Strong verbal and written communication skills, with a focus on customer service. Have extensive knowledge of the resort and surrounding areas
- Availability to work flexible hours, including weekends, nights and holidays, based on operational needs
Benefits
Full-Time Year-Round
- 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
Seasonal
- 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
- 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 50 pounds
- 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.
