Key Duties and Responsibilities 

• Deliver warm, personalized, and anticipatory service during every guest interaction.  

• Create memorable first and last impressions through exceptional telephone, email, and in-person communication.  

• Build meaningful relationships by recognizing guest preferences and anticipating needs.  

• Resolve guest concerns promptly with professionalism, empathy, and ownership.  

• Ensure every interaction reflects Forbes Five-Star luxury hospitality standards. Perform additional duties as required by management. 

• Manage all spa reservations accurately using the spa management system  

• Schedule treatments while optimizing therapist utilization, room availability, and operational efficiency.  

• Coordinate individual, couples, VIP, and group bookings.  

• Manage waitlists, cancellations, modifications, and appointment confirmations.  

• Ensure guest requests, therapist qualifications, and gender preferences are accurately accommodated. 

Skills, Experience & Educational Requirements  

• High school diploma or equivalent required; additional education in hospitality, business, wellness, or a related field preferred.  

• Minimum two (2) years of experience in luxury hospitality, spa reservations, concierge, guest services, or a similar guest-facing environment preferred.  

• Forbes Five-Star or comparable luxury resort experience strongly preferred.  

• Exceptional verbal and written communication skills with professional telephone and email etiquette.  

• Strong organizational, multitasking, and time-management skills with exceptional attention to detail.  

• Demonstrated ability to manage complex reservations, guest itineraries, waitlists, modifications, and special requests in a fast-paced environment.  

• Proficiency with spa reservation and property management systems such as Zenoti and Opera, or similar platforms.  

• Strong computer proficiency, including Microsoft Office and the ability to quickly learn new systems.  

• Strong consultative sales skills with the ability to recommend treatments, enhancements, wellness experiences, and retail products based on guest needs.  

• Ability to anticipate guest preferences and deliver personalized, discreet, and intuitive service.  

• Strong problem-solving skills and sound judgment when resolving scheduling challenges and guest concerns.  

• Ability to maintain confidentiality and handle sensitive guest information with discretion.  

• Ability to collaborate effectively with Spa, Concierge, Front Office, Housekeeping, and other resort departments.  

• Professional appearance and demeanor consistent with One&Only grooming and presentation standards.  

• Knowledge of Forbes Five-Star service standards and luxury wellness operations preferred.  

• Flexible availability, including evenings, weekends, holidays, and peak resort periods. 

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
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.