Team Leader, Guest Services & Transportation 
(14816)

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
Ensure that all guests’ expectations are exceeded throughout their stay at the resort. To be familiar with all resort standards, policies, and procedures to ensure department is run effectively and efficiently. Be familiar with all the resort facilities, restaurants, local attractions, and other points of interest, to be able to promote and answer all inquiries from guests. 

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
•    Maintain a positive, motivated attitude and lead by example.
•    Foster teamwork, trust, and cooperation among employees and departments.
•    Supervise staff, ensuring adherence to grooming and service standards.
•    Provide training, guidance, and performance evaluations.
•    Empower employees to deliver exceptional customer service.
•    Handle disciplinary matters and ensure compliance with policies and procedures.
•    Manage work schedules based on hotel occupancy.
•    Ensure a high level of customer service that exceeds expectations.
•    Maintain visibility in public areas and establish positive guest relationships.
•    Address and resolve guest requests and complaints promptly.
•    Gather guest feedback and monitor service quality.
•    Uphold the hotel's five service pillars and encourage continuous improvement.
•    Cross-sell hotel services and maintain in-depth product knowledge.
•    Oversee daily operations, ensuring quality and efficiency.
•    Collaborate with other departments to optimize workflow.
•    Ensure the concierge and luggage areas remain organized and presentable.
•    Monitor lobby coverage based on hotel occupancy.
•    Manage guest itineraries, bookings, and transportation needs.
•    Maintain guest profiles and preferences for personalized service.
•    Ensure the upkeep of hotel buggies and bicycles.
•    Take ownership of the daily handover, ensuring unresolved guest requests are addressed.
•    Update and maintain operational procedures as needed.
•    Enforce hotel security, health, and safety policies.
•    Implement emergency protocols for incidents such as fires, thefts, or medical emergencies.
•    Adapt to additional tasks and responsibilities as required by management.

Skills, Experience & Educational Requirements

•    Must be computer literate, knowledge of MS Office, Excel, and Opera is essential
•    Must be able to work well under pressure and be able to multi-task
•    Must have experience in a five-star environment for a minimum of 2 years, ideally in a front office or guest services role
•    Supervisory experience in preferred
•    Strong communication skills and firm understanding of the English language
•    Business or Management qualifications are desirable.
 

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.