Team Leader, Host (Guest Experience) 
(16157)

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

Team Leader, Host (Guest Experience) is responsible for managing pre-arrival, in house and post-stay stages of the guest’s stay. Ensuring guests receive top-notch, personalised service from the hotel, and that all expectations are exceeded, throughout their stay at the resort. Be familiar with all resort standards, policies and procedures to ensure the department is run effectively and efficiently. To be familiar with all the resort facilities, restaurants, local attractions and other points of interest, to be able to promote and answer all inquiries concerning services and highly diversified queries from guests.

Key Duties & Responsibilities

• Run day-to-day operations of the Host Department, meeting the expectations of the customers daily
• 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 services that are above and beyond for customer satisfaction
• Maintain high visibility in public areas
• Establish a positive relationship with guests while maintaining a professional and attentive manner
• Provide immediate assistance to guests as requested
• Responsible for all in house guest requests and ensuring their needs are met
• 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
• Communicate both positive and negative feedback from guests to appropriate departments
• Ensure all guests’ complaints are followed up and discussed to eliminate the same issues
• Emphasize “We create joy” during all departmental meetings and focuses on continuous improvement
• Participate, as needed, in the investigation of employee and guest accidents
• Seek opportunities to improve client service
• Demonstrate effective and appropriate interaction with clients whilst maintaining a professional approach and image
• Maintain a high level of product & service knowledge to explain and sell services and facilities to our clients and potential guests
• To undertake any reasonable tasks and secondary duties as assigned
• Responsible for ensuring all guest’s need are met throughout their stay
• Deliver guest requests (presenting items, placing them, in room behaviour)
• Writing personal notes (a thank you card, and information, arranging a service etc.)
• Promote activities and facilities of the resort with the intention to convert bookings
• Be aware of all Group Events, VIP guests that are in house and of their movements
• Ensure the information has been communicated to the entire Front Office team effectively
• Personal check of room readiness & amenities delivery before guests’ arrival
• All other duties as assigned by leadership

Education & Experience 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 as a Receptionist or Guest Relations Officer in a five-star environment for a minimum of 2 years

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.