Manager, Guest Relations

Manager, Guest Relations

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 Manager, Guest Relations is responsible for leading the guest experience throughout the pre-arrival, in-house, and post-stay journey, ensuring every guest receives personalized, exceptional, and efficient service throughout their time at the Resort. This role oversees the daily operation of the Host team, ensuring consistently high standards of hospitality. This individual will have extensive knowledge of the Resort's accommodations, amenities, activations, activities, local attractions, and surrounding areas to confidently assist guests, make recommendations, and convert opportunities into reservations and experiences.

Key Duties & Responsibilities

• Guest Experience: Lead the delivery of an exceptional guest experience from pre-arrival through post-stay, consistently anticipating needs and exceeding expectations
• Maintain a visible presence throughout the Resort, particularly during peak arrival, departure, and activity periods
• Build strong relationships with guests, providing thoughtful touches, including welcome and thank-you notes, follow-up communications, and special requests assistance
• Maintain comprehensive knowledge of all Resort facilities, accommodations, amenities, restaurants, activities, activations, and local attractions to promote Resort experiences to convert guest interest into bookings
• Ensure guest preferences are accurately communicated to the appropriate departments to create a seamless experience for guests
• Respond promptly and professionally to guest inquiries, requests, and concerns, taking ownership through resolution
• Take ownership of guest recovery situations, complaints, and service challenges, resolving issues with sound judgement
• Empower the Host team to create memorable guest experiences, while consistently reflecting the Resort's service philosophy of "We Create Joy"
• Host Department Leadership: Lead the day-to-day operations of the Host department, ensuring proper staffing, consistent communication, and operational priorities are effectively managed
• Set clear performance expectations, providing ongoing coaching, to support the development of the Hosts
• Develop comprehensive training and ongoing coaching focused on luxury hospitality, guest engagement, Resort knowledge, and departmental procedures
• Lead by example with a positive, polished, and professional presence, while creating a culture of teamwork, accountability, and above and beyond hospitality
• Recruit, interview, and select Host candidates who demonstrate the standards of the Resort
• Perform additional responsibilities as assigned by the Manager, Front of House or other members of management

Skills, Experience, & Educational Requirements

Minimum of 3 years of progressive experience in Front Office, Guest Services, Concierge, or a related field, with at least 1 year of management experience

Previous experience in a luxury hotel/resort setting is strongly preferred

Proficient in computer systems (Microsoft Office), PMS systems, and reservations systems (ALICE)

Exceptional verbal and written communication skills with a polished, professional presence

Strong organizational skills with a high level of attention to detail

Willing to work flexible hours, including evenings, weekends, and holidays

Benefits

Medical Insurance: 85% Employer-Covered (Full-Time, Year-Round Only)

Dental, Vision, and Life Insurance: 100% Employer-Covered (Full-Time, Year-Round Only)

401(k) Program Participation: 4% Employer Match (Full-Time, Year-Round Only)

25 Days of Paid Time Off (Full-Time, Year-Round Only)

Subsidized Colleague Housing

Winter Season Pass Program: Ski Pass or Fitness Pass (Subject to Availability)

Complimentary Transportation

Complimentary Meals on Shift

On-Property Discounts Across Food & Beverage, Wellness, and Retail

Travel Discounts Across Kerzner Properties Worldwide

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
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.

Kerzner International Resorts