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Supervisor, 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 Supervisor, Connectivity is one of the main supports of the Host Team & Connectivity Center Team within the guest's stay. It plays a major role in the anticipation of guest profile and amenity planning for their stay. This position's main responsibilities as Back of the House include overseeing and supervising the process of researching, capturing, and communicating guest profile, preferences and allergies, celebrations, etc., efficiently relaying requests via radio, phone, email, or systems like ALICE, Opera, Alliance and Seven Rooms and use it to support the Host Team & Connectivity Center Team in providing a personalized and tailored experience to our guests. They will be responsible for overseeing the process of creating and organizing guest amenities and everlasting memories in coordination with the resort.
The Supervisor, 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. They are 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.
Additionally, the Supervisor, Connectivity, will assist the Connectivity Manager, Host Manager, Front Desk Manager and Host Team Leadership in regard to all departmental, administrative, and guest needs. Core duties include monitoring overall operation of the Connectivity Center including pre-arrival experience, guest requests through e-mail, Alliance and phone calls, amongst others. To provide high quality services while meeting service standards, improving call performance, ameliorating efficiency and achievement of metrics. Tactical emphasis on customer care, quality management, workforce planning, coaching and training. To demonstrate a commitment to excellence through continuous staff development program enhancing employee engagement, service, knowledge, skills and morale.
The Connectivity Supervisor will work on curating the Itineraries and assisting with any requests from the VIP guests, ensuring a seamless pre-arrival, arrival and departure processes.
Key Duties & Responsibilities
Development

• Carries out any assigned task with honesty, transparency, and integrity

• Maintain polite and professional interpersonal relationships with both colleagues and guests

• Demonstrate ability to communicate effectively

• Contribute to creating a positive work environment

• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues

• Attend meetings when his/her presence is required, assisting in every way possible (Arrivals, Pre-Conventions, Departmental, etc.)

• Attend monthly departmental meetings and departmental training

• Reflect the effective interdepartmental communication across the resort; act with integrity and leads by example

• Constantly looking for more ideas and ensuring creativity to the guest experiences (amenities, special celebration, and guests' important moments)

• Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage

• Training, coaching, and leading Connectivity, PBX, Guest Relations Agents as they provide support for guests

• Ensure compliance with guidelines and standards (grooming standards, code of conduct and ethics, etc.)

• Ensure staff members achieve the desired service levels and take corrective action, as needed

• Provide weekly schedule for the team

• In collaboration with the Connectivity Manager, develop Standard Operating Procedures related to the department operations

• Enforce and assess Policies and Procedures

Operations

• Provide support with Guest Experience by assisting at Front Desk, Host, Front Drive and ensuring guests are taken care of
• PPE (Personal Protective Equipment) provided by the Resort must always be used

• Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed

• Strictly adhere to the Lost & Found Policies and Procedures established by the Resort

• Supervise and control efficiently all guest requests and redirect them to the proper departments and colleagues

• Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information

• Develop objectives for the Connectivity Center's day-to-day activities

• Answer all guest requests and questions in a friendly and caring manner; provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle

• Ensure all pre-arrival e-mails are being sent accurately

• Personal care of VIP guests' pre arrival process.

• Supervise the exhaustive search of each upcoming guest

• Keep record of guests' profiles, including any guest information, preferences, and allergies in Alice and Opera daily and encourage the rest of the team to do so as well

• Ensure all possible existing profiles are merged daily through OPERA, Alice, Seven Rooms

• Supervise the elaboration of VIP Guests Report and distribute it via e-mail to Leaders daily

• Supervise capturing all amenities in ALICE

• Answer every email within our 12-hour standard time, prioritizing urgent emails and/or calls

• Support and engage with guests during all special events and Holiday Programs

• Maintain privacy of our guests and staff members

• Complete administration tasks on time

• Comply with the functions related or non-related to the position based on the operations needs and instructions from management

• Have a complete knowledge of the groups in-house, pre-and-post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed

• Show flexibility within your position and be able to fulfill any other tasks you are asked to perform

• Know how to use ALICE systems, OPERA, Open Table/Seven rooms/Resy perfectly to ensure a smooth operation and effective communication

• Ensure all Guest Messaging requests are being followed in a timely manner as per standards and act when necessary to ensure goals are met.

• Manage inventory of all printing and stationery as well as office supplier.

• Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules

• Provide support to Host, Housekeeping and Front Office Team when needed

• Support the arrival/departure experience as needed

• Support the Reception when necessary

• Comply with the functions related or non-related to the position based on the operations needs and direct commands from leaders

• Modify and communicate the most up-to-date extensions, direct numbers, and fax numbers

• Use the radios as per the standard of communication established by the Resort

• Perform all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position

• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders

• Adheres to all current and any additional organizational policies and standards

• Adherent to the tasks delegated by Manager(s)

Quality

• Ensure the guest satisfaction with the service of each department, creating amenity programs for top guests and as required by Executive Offices

• Ensure all Connectivity/PBX/Guest relations Agents are up to date with all standards related to In-Room Dining (when applicable) and Guest Service Request of Forbes and LQA.

• Identify and recognize VIP, repeat, and special celebrations guests (wedding anniversary, birthday, honeymoon) assuring personalized service

• Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction

• Act as a center of coordination for the Guests as well as the hosts & housekeeping departments to complete any guest request and inform any urgent information and last-minute announcements

• Report any guest's issue to the appropriate department or colleagues through ALICE to provide a prompt and satisfactory response

• Supervise and coordinate amenities for guests who are celebrating a special occasion

• Supervise and assist monitor social media to obtain guests preferences and organize special details for them (photo frame, etc.)

• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people, what is going on in the area etc.

• Monitor Customer Satisfaction through our platform ReviewPro

• Improve guest satisfaction

• Consistently improving our quality of service

• Effective in complaint handling and problem resolution

Skills, Experience & Educational Requirements

• Language(s): English (100%)

• Education Level: High School completed - University Degree optional (preferably with Bachelor in Hotel Management or Technical or General Administration)

• Experience in the tourism sector for at least 2 years. Preferably have knowledge Concierge, Front Desk, Guest Relations

• Excellent verbal and written communication

• Detailed and Service oriented

• Intermediate/Advanced computer skills

• Knowledge of Opera Cloud

• ALICE platform knowledge is desired, but not required

• General knowledge of MS Office (Word, Excel, Power Point, Outlook, Publisher, and Internet)

• Knowledge management databases

• Abid multitasker and capable of working under pressure

• Outstanding communication and interpersonal skills

• Excellent organizational skills

• Leadership skills with problem-solving ability

• Team player oriented

• Reliable and result driven

• Availability to work flexible hours, including weekends, nights and holidays, based on operational needs

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 30 pounds
• Remaining in a stationary position for long periods
• Constantly operating a computer and other office productivity machinery
• Frequent walking indoors and outdoors around property to assist with guest needs

• 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