Team Leader, Connectivity 
(14812)

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 Team Leader, Connectivity oversees the daily operations of the Connectivity Center, ensuring it functions as the central communication hub of the resort. This role requires extensive knowledge of the Connectivity Center’s operations, resort facilities, and interdepartmental coordination. The Team Leader is responsible for training and directing team members, maintaining guest relations, and ensuring seamless and timely 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.

Looking ahead to fall? Start your next chapter with us this September as we prepare to open our first U.S. ultra-luxury alpine resort. We're seeking passionate individuals committed to creating amazing experiences and everlasting memories for our guests and their fellow colleagues alike. Applications are reviewed as they come in—Apply today!

Key Duties & Responsibilities
•    Supervise the handling of all incoming and outgoing calls, ensuring efficiency and professionalism.
•    Assist the host team in coordinating guest requests promptly and effectively.
•    Lead pre-shift briefings as assigned.
•    Monitor team attendance and punctuality, taking necessary action when required.
•    Ensure team members always uphold grooming and professional standards.
•    Motivate and guide colleagues to optimize performance and reduce operational costs.
•    Foster strong interdepartmental communication and collaboration for seamless operations.
•    Oversee shift handovers, ensuring proper documentation and smooth transitions.
•    Identify and address training needs, implementing appropriate development plans.
•    Ensure compliance with all resort policies and procedures related to connectivity operations.
•    Arrange shift schedules, vacation plans, off days, and break times for team members.
•    Support administrative functions, ensuring proper filing, record-keeping, and office organization.
•    Ensure highly personalized service and attention to detail in all guest interactions.
•    Handle guest inquiries, requests, and complaints efficiently, following service recovery protocols.
•    Coordinate the preparation and timely delivery of arrival cards, departure gifts, and birthday cards.
•    Oversee the finalization and delivery of guest itineraries to the host team.
•    Maintain up-to-date guest preference records and ensure accurate data entry in Opera PMS.
•    Actively monitor and improve guest satisfaction through feedback and service enhancements.
•    Communicate guest feedback to management.
•    Ensure proper guidance and execution of emergency response procedures.
•    Regularly check the functionality of fire alarm systems and ensure emergency contact lists are updated.
•    Oversee the proper handling of Do Not Disturb statuses and guest privacy concerns.
•    Report any system malfunctions or required repairs to the appropriate stakeholders.
•    Ensure all telephone equipment and peripherals are properly maintained and operational.
•    Monitor outgoing calls (house and guest) and ensure proper logging and billing.
•    Ensure the Wake-up Call Service is executed accurately and on time.
•    Handle inventory, tracking issuance and returns while maintaining monthly reports.
•    Monitor email communications and ensure prompt responses or escalation where necessary.
•    Participate in mid-year and end-of-year performance reviews for the team.
•    Attend and contribute to daily Front Office briefings, cascading relevant information to the team.
•    Assist in all other duties as assigned.

Skills, Experience & Educational Requirements
•    Bachelor’s degree in Hotel Management or related discipline.
•    Minimum of 2 years of experience on a Connectivity Center team in a luxury resort or hotel.
•    Supervisory experience is preferred.
•    Fluent in English; additional languages are an advantage.
•    Strong expertise in Opera PMS, telecommunication systems, and other resort management tools.
•    Proven experience in coaching, training, and motivating team members.
•    Excellent verbal and written communication skills.
•    Passion for guest service and a commitment to exceeding expectations.
•    Strong leadership, problem-solving, and organizational skills.
•    Ability to handle high-pressure situations and react swiftly.
•    Flexibility with shifts and availability for additional overtime when required.
 

Benefits

•   Medical, Dental & Vision Insurance 

•   PTO (Paid Time Off)

•   Complimentary Dry Cleaning for Employee Uniforms

•   Complimentary transportation to/from resort

•   Complimentary meal per shift

•   Subsidized housing based on availability

•   Discounted colleague rate for Kerzner Properties worldwide

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.