Supervisor, Guest Services & Transportation

Supervisor, Guest Services & Transportation

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.

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 is preferred
• Strong communication skills and firm understanding of the English language
• Business or Management qualifications are desirable

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.