Manager, Front of the House

Manager, Front of the House (14757) 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 purpose of this position is to manage the daily activities, reporting, training and operations of the Front Office operations. The Front Of House Manager will support the Front Office and Guest Services team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Support the tracking and resolution of service issues. Key Duties and Responsibilities - Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example - Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis - Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others - Understand and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. - Provide services that are above and beyond for customer satisfaction and retention - Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed - Serve as a leader in displaying outstanding hospitality skills - Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction - Review comment cards and guest satisfaction results with employees - Assist as needed in the interviewing and hiring of employee team members with the appropriate skills - 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 - Perform Front Desk duties in high demand times - To assist with any other duties as required by the Director or another member of the management team Education or Certification - Minimum two years working in a luxury, or boutique hotel guest services department - Must be proficient in hospitality revenue management, guest services and team development - Previous guest service and reservations experience preferred. - Excellent written and oral communication skills required. - Strong leadership skills and interpersonal communication skills. - Excellent computer and typing skills are required. Microsoft Office proficiency and Opera. 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 - 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

Minimum two years working in a luxury, or boutique hotel guest services department. Must be proficient in hospitality revenue management, guest services and team development. Previous guest service and reservations experience preferred. Excellent written and oral communication skills required. Strong leadership skills and interpersonal communication skills. Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.

Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Understand and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. Provide services that are above and beyond for customer satisfaction and retention. Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Serve as a leader in displaying outstanding hospitality skills. Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction. Review comment cards and guest satisfaction results with employees. Assist as needed in the interviewing and hiring of employee team members with the appropriate skills. 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. Perform Front Desk duties in high demand times. To assist with any other duties as required by the Director or another member of the management team.