Manager, Connectivity

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 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.

About the Role

The Manager, Connectivity is the main point of contact for all stages of the guest journey: pre-arrival, in-house, and post-stay. The main aim of the role is to ensure that all guests’ expectations are not just met, but also exceeded, throughout their stay. This individual must become familiar with all resort facilities, services, standards, experiences (both internal and external), attractions, costs, policies, and procedures to ensure the Connectivity team is able to answer any questions, promote all offerings, and address any concerns. Overall, this role will support the Connectivity team in providing the highest level of guest service, so they receive personalized and prompt attention.

Responsibilities

Managing Employees

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision-making; demonstrate honesty/integrity; lead by example.
• Maintain a positive and motivated attitude and exercise self-control.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Serve as a role model to demonstrate appropriate behaviors.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Supervise and manage employees, understanding their positions well enough to perform duties in their absence.
• Conduct regular training for employees.
• Identify the developmental needs of others and coach, mentor, or help improve their knowledge or skills.
• Check and maintain grooming standards of the Connectivity Center team.
• Evaluate staffing requirements and prepare work schedules weekly, ensuring proper coverage according to hotel occupancy.
• Support regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Empower employees to provide excellent customer service.
• Conduct regular checks of LQA Standards related to the Connectivity Center.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Handle all disciplinary counseling as necessary.
• Provide information to co-workers and subordinates by telephone, in written form, e-mail, or in person.
• Assist in the interviewing and hiring of employee team members with the appropriate skills.
• Undertake any reasonable tasks and secondary duties as assigned.
• Assist with any other duties as required by the line manager or another member of the management team.

Guest Satisfaction

• Blow away guests at every opportunity.
• Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
• Provide services for customer satisfaction and retention based on five pillars.
• Maintain high visibility in public areas during peak times.
• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Establish a positive relationship with guests while maintaining a professional and attentive manner.
• Provide immediate assistance to guests as requested.
• Responsible for all in-house guest requests and ensuring their needs are met.
• Interact with customers regularly throughout the property to obtain feedback on quality of product, service levels, and overall satisfaction.
• Record guest issues in the guest response tracking system.
• Review guest satisfaction results with employees daily.
• Participate, as needed, in the investigation of employee and guest accidents.
• Ensure all guests’ complaints are followed up and discussed during the daily meeting within the team.
• Emphasize five pillars-based service during all departmental meetings and focus on continuous improvement.
• Seek opportunities to improve client service.
• Demonstrate effective and appropriate interaction with clients while maintaining a professional approach and image based on five pillars.
• Maintain a high level of product and service knowledge to explain and sell services and facilities to clients and potential guests.
• Manage day-to-day operations of the Connectivity Center, ensuring quality, standards, and exceeding customer expectations daily.
• Ensure compliance with all policies, standards, and procedures.
• Update SOPs when necessary.
• Be fully familiar with room types, applicable rates, discount structures, and rate policies.
• Ensure all e-mails received are replied to within 12 hours and filed correctly.
• Utilize guest profiles, correspondence, and previous histories to ensure requirements are communicated and met prior to guest arrival.
• Cooperate with other hotel departments to ensure work is planned and organized efficiently.
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Responsible for pre-arrival, in-house, and post-departure communication with guests.
• Responsible for the coordination, organization, and delivery of a warm welcome and fond farewell for individual guests.
• Communicate guest arrivals, preferences, and needs to all appropriate departments daily.
• Collect guest preferences, communicate with departments involved, and act accordingly.
• Communicate both positive and negative feedback from guests to appropriate departments.
• Adapt to rotate within the different sub-departments of the Rooms Division or any other department of the hotel as assigned.
• Ensure a high level of cleaning is always maintained within your own work area.
• Promote activities and facilities of the resort with the intention of converting bookings.
• Be aware of all Group Events, VIP guests that are in-house, and their movements, ensuring the information is communicated to the entire Front Office team effectively.
• Review VIP codes and flag VIP arrivals.
• Ensure the work area and luggage room are always clean and tidy.
• Make sure the lobby is always covered appropriately based on hotel occupancy.
• Personally check room readiness and amenities delivery before the arrival of VIP guests.
• Prepare hand-written welcome notes and provide personalized services/amenities for guests.
• Understand and implement all emergency plans including accidents, death, elevator issues, thefts, vicious crimes, bombs, and fire.
• Understand and comply with security, health, and safety policies and procedures of the hotel.

Other

• Perform additional duties as assigned by the Manager, Front of House or other members of management.

Requirements

• Bachelor's degree in Hospitality or Business Management is preferred.
• Minimum of 2 years of experience in Front Office operations management within a 5-star hotel or resort environment.
• Proven experience leading a team to success.
• Must be computer literate, with proficiency in Microsoft Office and Property Management Systems (Opera).
• Strong organization skills with a high attention to detail.
• Excellent problem-solving and decision-making abilities in a fast-paced environment.
• Strong interpersonal and communication skills, with the ability to interact professionally and personably with guests, colleagues, and managers.
• Willing to work flexible hours, including evenings, weekends, and holidays.

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.
• 401(k) program - 4% employer match.
• 5 weeks of PTO (Paid Time Off).
• 8 paid holidays.
• Uniform provided & complimentary laundering.
• Complimentary transportation to/from resort.
• Complimentary meal per shift.
• Discounts at F&B, Retail, and Wellness 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:

• Remaining in a stationary position for long periods.
• Constantly operating a computer and other office productivity machinery.
• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods.
• Frequent bending, twisting, stooping, reaching, and pulling.
• Lifting and carrying loads weighing up to 30 pounds.
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.