Agent, Front Office 
(16131)

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 purpose of this position is to run daily activities, reporting and operations of the Front Desk Department (such as check-in, credit limit, check-out, etc.). With experience in a high-quality luxury hotel/resort, the Front Desk Agent will offer the highest level of customer service. Front Desk Agent supports all property operations, ensuring that the highest levels of hospitality and service are provided. Front Desk Agent manages the flow of questions and directs guests within the lobby, as well as support the tracking and resolution of service issues.

Key Duties and Responsibilities

• 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
• Provide information to supervisors, co-workers, by telephone, in written form, e-mail, or in person
• Provide services for customer satisfaction and retention
• Support handling complaints, settling disputes, and resolving grievances and conflicts and reporting to manager, or otherwise negotiating with others
• Provide immediate assistance to guests
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction
• Record guest issues in the guest response tracking system
• Always follow LQA Standards related to FD operations
• Focus on guest satisfaction and focus on continuous improvement
• Analyse information and evaluate results in order to choose the best solution and solve problems
• Support day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily
• Ensure compliance with all policies, standards and procedures
• Participate and contribute in the discussion of the work that affects Front Desk department, discuss the ways of service improvement
• Support implementation of the upselling program, communicating and ensuring process
• Proceed with check-ins and check-outs
• Ensure that passports data collected at the check-in and guest registration is done
• Ensure due outs are done in a timely manner
• Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies
• Provide necessary reports to Finance department when needed
• Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval
• Ensure compliance with all policies, standards and procedures
• Maximum room occupancy and yield is ensured in line with the standards policy on rates
• Daily check of arrival list, making sure all rooms are assigned according to category booked and guest preferences
• Close communication is maintained with the Housekeeping department on check-outs, room moves, forecast occupancies
• All charges are correctly entered onto the guest’s folio and that this is always kept up to date
• The float, cash and credit card takings for the shift are balanced and the necessary cashier reports completed.  Declares any overage or shortage on this report
• To be very meticulous in completing the daily checklist and check that it has been done during shift handover
• To assist with all other duties as assigned

Safety

• Understand and implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire
• Understand and comply with security, health and safety policies and procedures of the hotel

Education & Experience Requirements

• Minimum two years working in a luxury, or boutique hotel in Front Office department
• Must be proficient in hospitality guest services and team development
• Previous guest service and reservations experience preferred
• Excellent written and oral communication skills required, must be fluent in verbal and written English
• Excellent computer and typing skills are required. Microsoft Office proficiency and Opera
• Excellent listening and comprehension skills required

Benefits

• 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

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.