Agent, Connectivity 
(20869)

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 Agent, Connectivity ensures a seamless guest experience by managing pre-arrival communications, handling guest preferences, and facilitating effective communication between guests and various hotel departments (e.g., Host, F&B, Housekeeping, Maintenance). This individual efficiently relays guest requests via radio, phone, email, or systems such as ALICE, Opera, Alliance, and SevenRooms. They are 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 maintaining smooth communication and collaboration across departments. The Agent is also responsible for coordinating guests' special occasions and special requests, as well as building itineraries for all in-house and outside activities.

The job will require occasional overnight shifts to support after-hours guest communications and operational needs.

This position is based in Bozeman, Montana.

Key Duties & Responsibilities

Development

• Carry out any assigned task with honesty, transparency, and integrity.
• Maintain polite and professional interpersonal relationships with both colleagues and guests.
• Demonstrate the ability to communicate effectively.
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests and colleagues.
• Conduct and participate in team meetings and induction of new employees.
• Attend all pre-shift briefings under the supervision of a departmental leader.
• Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum staffing distribution throughout daily operations and proper guest service coverage.

Product

• Act as a One&Only brand Ambassador at all times.
• Adhere to company ethics and anti-bribery policies.
• Understand, instill, and live the Company Philosophy.
• Ensure compliance with all brand standards, OO markers, quality standards, and SOPs.
• Always maintain workplace discipline in accordance with company philosophy, policies, and procedures.
• Demonstrate the 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 advance.
• Respond to incoming guest communications (phone, email, etc.) prior to arrival, providing information on hotel services, confirming reservations, and addressing specific requests.
• Ensure that all emails received are replied to within 12 hours and filed correctly.
• 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).
• Provide accurate information on hotel services, local attractions, and activities based on guest queries.
• Coordinate the pre-arrival check-in process, including providing guests with relevant information and preparing any necessary documentation.
• 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, and SevenRooms to ensure effective communication and smooth operations.
• Ensure that all guest requests are noted and acted upon promptly, maintaining a high level of personalization for each stay.
• Proactively identify opportunities to enhance guest satisfaction before arrival, anticipating needs based on prior interactions or booking details.
• Review VIP codes and flag VIP arrivals.
• Coordinate special occasions and guest requests to ensure all relevant departments are informed and prepared.
• Develop and maintain personalized guest itineraries, including in-house and outside activities, dining, and other experiences.
• Maintain the cleanliness and operational readiness of the office.
• Follow LQA and Forbes Standards related to responsibilities.
• Follow company standards and grooming standards.

Guest Communication & Connectivity

• Manage incoming guest communications through the designated communication channels, ensuring prompt, efficient, and accurate handling of inquiries and requests.
• Maintain excellent communication between the Connectivity Center and other departments to ensure timely and necessary updates.
• Direct guest requests and inquiries to the appropriate department or team member, providing accurate information as needed while maintaining professionalism.
• Address guest inquiries, complaints, and requests with a focus on clarity, personalization, and service excellence.
• Maintain comprehensive knowledge of room categories, rates, locations, activities, and services offered on the property.
• Communicate both positive and negative guest feedback to the appropriate departments.
• Run the day-to-day operations of the Connectivity Center, ensuring quality, standards, and guest expectations are consistently met.
• Ensure all guest requests and communications are properly documented, followed up on, and completed within established service standards.
• Proactively communicate relevant guest information to the appropriate departments to ensure a seamless guest journey.
• Support overnight operations as required, including monitoring incoming guest communications and ensuring relevant information and requests are properly documented and communicated to the appropriate teams.
• Ensure the next day's arrival itineraries are prepared and delivered to the Front Office Team as required.
• Take Private Dining orders from guests in accordance with standards when pertinent and only when necessary.

Other

• Perform additional responsibilities as assigned by the Manager, Connectivity or other members of management

Skills, Experience, & Education Requirements

• Familiarity with hotel communication and guest management systems, with knowledge of MS Office, Excel, ALICE, and Opera 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.
• Extensive knowledge of the resort and surrounding areas.
• Availability to work flexible hours, including weekends, nights, and holidays, based on operational needs.

Benefits

• Winter season includes complimentary ski pass to Big Sky Resort based on availability or fitness reimbursement credit
• Subsidized housing based on availability
• Complimentary transportation to/from resort
• Uniform provided & complimentary laundering
• Complimentary meal per shift
• Discounts at F&B, Retail, and Wellness offerings on property
• Discounts at Kerzner properties worldwide ($100 to $200 per night)

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
• 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.