Supervisor, 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 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.

About the role

The Supervisor, Connectivity is a key support for the Host Team & Connectivity Center Team, playing a major role in anticipating guest profiles and amenity planning. This position oversees the research, capture, and communication of guest preferences, allergies, and celebrations, relaying requests via radio, phone, email, or systems like ALICE, Opera, Alliance, and Seven Rooms. The role ensures a personalized and tailored experience for guests by supporting the Host Team and Connectivity Center. The Supervisor oversees daily operations of the Connectivity Center, acting as the central communication hub of the resort, and is responsible for training team members, maintaining guest relations, and ensuring seamless 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. The Supervisor also assists the Connectivity Manager, Host Manager, Front Desk Manager, and Host Team Leadership with departmental, administrative, and guest needs.

Responsibilities

• Carry out assigned tasks with honesty, transparency, and integrity.
• Maintain polite and professional interpersonal relationships with colleagues and guests.
• Communicate effectively and contribute to a positive work environment.
• Develop a supportive team environment by listening to and acting on behalf of guests and colleagues.
• Attend required meetings (Arrivals, Pre-Conventions, Departmental, etc.) and assist as needed.
• Participate in monthly departmental meetings and training.
• Ensure effective interdepartmental communication; lead by example with integrity.
• Generate creative ideas to enhance guest experiences (amenities, special celebrations, and important moments).
• Plan workflow and capacity to ensure optimal team distribution and guest service coverage.
• Train, coach, and lead Connectivity, PBX, and Guest Relations Agents to support guests.
• Ensure compliance with guidelines and standards (grooming, code of conduct, ethics, etc.).
• Monitor and maintain desired service levels; take corrective action as needed.
• Create and manage the weekly team schedule.
• Collaborate with the Connectivity Manager to develop Standard Operating Procedures.
• Enforce and assess Policies and Procedures.
• Support Guest Experience by assisting at Front Desk, Host, and Front Drive.
• Use provided Personal Protective Equipment (PPE) and follow hygiene & safety measures.
• Adhere to Lost & Found Policies and Procedures.
• Supervise and control all guest requests, redirecting them to the proper departments.
• Maintain excellent communication between the Connectivity Center and other departments.
• Develop objectives for the Connectivity Center’s day-to-day activities.
• Answer guest requests and questions in a friendly manner; take appropriate actions or refer matters to relevant persons.
• Ensure accurate pre-arrival emails are sent.
• Oversee the pre-arrival process for VIP guests.
• Supervise exhaustive research of upcoming guests.
• Maintain records of guest profiles, preferences, and allergies in ALICE and Opera; encourage the team to do the same.
• Ensure all existing profiles are merged daily through OPERA, ALICE, and Seven Rooms.
• Supervise the creation of the VIP Guests Report and distribute it to Leaders daily.
• Supervise the capturing of all amenities in ALICE.
• Answer emails within the 12-hour standard time, prioritizing urgent emails and/or calls.
• Support and engage with guests during special events and Holiday Programs.
• Maintain privacy of guests and staff members.
• Complete administration tasks on time.
• Comply with position-related or unrelated tasks based on operational needs.
• Have complete knowledge of in-house groups, pre- and post-arrival of groups, functions, and events.
• Show flexibility within the position and fulfill any other requested tasks.
• Use ALICE, OPERA, Open Table/Seven Rooms/Resy proficiently for smooth operations and effective communication.
• Ensure Guest Messaging requests are followed in a timely manner as per standards.
• Manage inventory of printing, stationery, and office supplies.
• Have full knowledge of room categories, rates, locations, activities, amenities, and their schedules.
• Provide support to Host, Housekeeping, and Front Office Teams as needed.
• Support arrival/departure experiences and Reception when necessary.
• Modify and communicate the most up-to-date extensions, direct numbers, and fax numbers.
• Use radios as per the standard of communication established by the Resort.
• Perform all assigned duties in a timely and efficient manner in accordance with company policies.
• Adhere to all organizational policies and standards.
• Ensure guest satisfaction with department services, creating amenity programs for top guests as required.
• Ensure Connectivity/PBX/Guest Relations Agents are up to date with Forbes and LQA standards for In-Room Dining and Guest Service Requests.
• Identify and recognize VIP, repeat, and special celebration guests (wedding anniversary, birthday, honeymoon) to assure personalized service.
• Actively elicit guest preferences and feedback to maximize satisfaction.
• Coordinate between Guests, Hosts, and Housekeeping departments to complete requests and relay urgent information.
• Report guest issues to appropriate departments through ALICE for prompt resolution.
• Supervise and coordinate amenities for guests celebrating special occasions.
• Monitor social media to obtain guest preferences and organize special details (e.g., photo frames).
• Ensure full knowledge of guest information regarding the property, location, local culture, arts, nature, and events.
• Monitor Customer Satisfaction through ReviewPro and improve guest satisfaction.
• Handle complaints and resolve problems effectively.

Requirements

• High School diploma completed; University Degree optional (preferably in Hotel Management, Technical, or General Administration).
• At least 2 years of experience in the tourism sector.
• Experience in Concierge, Front Desk, or Guest Relations preferred.
• Excellent verbal and written communication skills.
• Detailed and service-oriented.
• Intermediate/Advanced computer skills.
• Knowledge of Opera Cloud and ALICE platform (desired but not required).
• General knowledge of MS Office (Word, Excel, PowerPoint, Outlook, Publisher, and Internet).
• Knowledge of management databases.
• Ability to multitask and work under pressure.
• Outstanding communication and interpersonal skills.
• Excellent organizational skills.
• Leadership skills with problem-solving ability.
• Team-player oriented.
• Reliable and results-driven.
• Availability to work flexible hours, including weekends, nights, and holidays based on operational needs.

Skills

• Fluency in English (100%).
• Leadership and team management.
• Strong organizational and multitasking abilities.
• Intermediate/Advanced proficiency in computer systems (Opera Cloud, ALICE, MS Office).
• Excellent interpersonal and communication skills.
• Problem-solving and decision-making skills.
• Service-oriented with attention to detail.

Benefits

• Medical insurance (80% of premium paid by employer).
• Health Savings Account with $50 employer contribution per pay period.
• Dental, vision, and life insurance (100% of premium paid by employer).
• 5 weeks of Paid Time Off (PTO).
• 8 paid holidays.
• Uniform provided and 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

• Ability to perform all physical requirements of the job safely, with or without reasonable accommodation.
• Standing, walking, stooping, kneeling, and bending for extended periods in an operational environment.
• Frequent bending, twisting, stooping, reaching, and pulling.
• Lifting and carrying loads.