Connectivity Agent (Concierge)

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 unstuffyTM, 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 Connectivity/PBX/Guest Experiences Agent 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, building their Itinerary for all in-house and outside activities. Strong proficiency in computer systems, attention to detail, and the ability to work under pressure are essential, along with fluency in English and effective communication skills. The agent will be responsible of all Alice tickets tracking, requests to be followed up and all the tickets actioned and closed by the end of the day. The job will require occasional overnight shifts to cover the incoming phone calls that come in after hours. Key Duties and Responsibilities Development Carries out any assigned task with honesty, transparency, and integrityMaintain polite and professional interpersonal relationship with both colleagues and guestsDemonstrate ability to communicate effectivelyDevelop an effective and supportive team environment by listening to and acting on behalf of our guests & colleaguesConduct and participate in team meetings and induction of new employeesAttend all pre-shift briefings under the supervision of a departmental leaderUnder the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage Product Act as One&Only brand Ambassador alwaysAdhere of company ethics & antibribery policiesUnderstand, instill, and live the Company PhilosophyEnsure compliance with all brand standards, OO markers, quality standards, and SOPAlways maintains workplace discipline in accordance with company philosophy, policies, and proceduresDemonstrate an ability to maintain confidentiality and privacy Pre-Arrival Coordination Work closely with the Reservations team to ensure that all guest preferences and requests are accurately captured and communicated in advanceRespond to incoming guest communications (phone, email, etc.) prior to arrival, providing information on hotel services, confirming reservations, and addressing any specific requestsCheck that all e-mails received are replied to within 12 Hours and filed correctlyUtilize 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)Provide accurate information on hotel services, local attractions, and activities based on guest queriesCoordinate the pre-arrival check-in process, including providing guests with relevant information and preparing any necessary documentationBe 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 informationHave full command of ALICE, OPERA, OpenTable, Resy, Seven Rooms, and PBX systems to ensure effective communication and smooth operationsEnsure that all guest requests are noted and acted upon promptly, maintaining a high level of personalization for each stayProactively identify opportunities to enhance guest satisfaction before arrival, anticipating needs based on prior interactions or booking detailsReview VIP codes and flag VIP arrivalsMaintain the cleanliness and operational readiness of the officeFollow LQA and Forbes Standards related to responsibilitiesFollow the company standards and the grooming standards PBX (Telephone) OperationsManage all incoming phone calls either internal or external, ensuring prompt, efficient, and accurate handling of inquiries, as well as the correct logging of all callsProperly handle hotel emergency proceduresMaintain excellent communication between the Connectivity Center and other departments to ensure periodic and necessary updates of informationDirect calls to the appropriate department or staff member, providing information as needed while maintaining professionalismAddress guest inquiries, complaints, and requests via phone with a focus on clarity and service excellenceMaintain comprehensive knowledge of room categories, rates, locations, activities, amenities, and services offered on the propertyEnsure all telephone systems and procedures are followed, adhering to established protocols for managing guest interactionsCommunicate both positive and negative feedback from guests to appropriate departmentsRun day-to-day operations of the Connectivity Center, ensuring the quality, standards and meeting the expectations of the customers dailyUpdate and communicate the most current information regarding extension numbers, direct lines, fax numbers, as well as the names of each department and staff memberCarry out wake-up calls as requested by guests and follow established proceduresThe night shift will ensure the printing of all the next day arrival itineraries and handle the delivery to the Front Office Team so they may include those in their welcome folderTake Private Dining orders from guests in accordance with standards when pertinent and only when necessary Education & Experience RequirementsFamiliarity with PBX systems, knowledge of MS Office, Excel, Alice and Opera is essentialAbility to manage multiple tasks concurrently in a dynamic environment, with excellent attention to detailMust have experience as a receptionist or Guest Relations Officer in a five-star environment for a minimum of 2 yearsStrong verbal and written communication skills, with a focus on customer service. Have extensive knowledge of the resort and surrounding areasAvailability to work flexible hours, including weekends, nights and holidays, based on operational needs Benefits Full-Time Year-RoundMedical insurance - 80% of premium paid by employerHealth Savings Account with $50 employer contribution per pay periodDental, vision & life insurance - 100% of premium paid by employer5 weeks of PTO (Paid Time Off)8 paid holidaysUniform provided & complimentary launderingComplimentary transportation to/from resortComplimentary meal per shiftSubsidized housing based on availabilityDiscounts at F&B outlets on property14 nights per year at $100/night* at Kerzner Properties worldwideWinter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership SeasonalUniform provided & complimentary launderingComplimentary transportation to/from resortComplimentary meal per shiftSubsidized housing based on availabilityDiscounts at F&B outlets on propertyWinter 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 periodsFrequent bending, twisting, stooping, reaching, and pullingLifting and carrying of loads weighing up to 50 poundsWorking 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.