Connectivity Agent (Concierge)

Connectivity Agent (Concierge) (16132) 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. *It is preferred that this role will be based out of Big Sky, MT. However, flexibility to work from Bozeman, MT may be discussed. Job Summary The Connectivity/PBX/Guest Experiences Agent ensures seamless guest experience by managing pre-arrival communications, handling guest preferences, and facilitating the effective use of the hotel’s PBX system. This role serves as a key liaison between guests and various hotel departments (e.g., Host, F&B, Housekeeping, Maintenance), efficiently relaying requests via radio, phone, email, or systems like ALICE, Opera, Alliance and Seven Rooms. The agent is responsible for inputting and tracking guest requests, ensuring that each is addressed and completed promptly. This position is critical in aligning guest expectations with hotel services, contributing to a personalized and elevated guest experience, while also maintaining smooth communication and collaboration across departments. The agent’s responsibility is also organizing and tracking the amenities for the guests’ special occasions, special requests, building their Itinerary for all in-house and outside activities. Strong proficiency in computer systems, attention to detail, and the ability to work under pressure are essential, along with fluency in English and effective communication skills. The agent will be responsible of all Alice tickets tracking, requests to be followed up and all the tickets actioned and closed by the end of the day. The job will require occasional overnight shifts to cover the incoming phone calls that come in after hours. Key Duties and Responsibilities Development - Carries out any assigned task with honesty, transparency, and integrity - Maintain polite and professional interpersonal relationship with both colleagues and guests - Demonstrate ability to communicate effectively - Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues - Conduct and participate in team meetings and induction of new employees - Attend all pre-shift briefings under the supervision of a departmental leader - 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 Product - Act as One&Only brand Ambassador always - Adhere of company ethics & antibribery policies - Understand, instill, and live the Company Philosophy - Ensure compliance with all brand standards, OO markers, quality standards, and SOP - Always maintains workplace discipline in accordance with company philosophy, policies, and procedures - Demonstrate an ability to maintain confidentiality and privacy Pre-Arrival Coordination - Work closely with the Reservations team to ensure that all guest preferences and requests are accurately captured and communicated in advance - Respond to incoming guest communications (phone, email, etc.) prior to arrival, providing information on hotel services, confirming reservations, and addressing any specific requests - Check that all e-mails received are replied to within 12 Hours and filed correctly - Utilize guest profiles, correspondence, and previous stay history to log and update preferences, ensuring all requirements (such as room type, special requests, and additional services) are identified and communicated to the relevant departments prior to arrival (e.g., Host, F&B, Activities, Housekeeping, Maintenance) - Provide accurate information on hotel services, local attractions, and activities based on guest queries - Coordinate the pre-arrival check-in process, including providing guests with relevant information and preparing any necessary documentation - Be fully aware of in-house groups, upcoming and departing group arrivals, scheduled events at the resort or off-site, and their timing to avoid loss of guest information

Strong proficiency in computer systems, attention to detail, and the ability to work under pressure are essential, along with fluency in English and effective communication skills. The agent will be responsible for all Alice tickets tracking, requests to be followed up and all the tickets actioned and closed by the end of the day. The job will require occasional overnight shifts to cover the incoming phone calls that come in after hours.

Responsibilities include: manage pre-arrival communications and guest preferences; facilitate effective use of hotel PBX system; serve as liaison between guests and hotel departments (Host, F&B, Housekeeping, Maintenance); relay requests via radio, phone, email or systems such as ALICE, Opera, Alliance and Seven Rooms; input and track guest requests; ensure requests are addressed and completed promptly; organize and track amenities for special occasions; build itineraries for in-house and outside activities; maintain accuracy and confidentiality; demonstrate strong computer system proficiency, attention to detail, and ability to work under pressure; ensure all Alice tickets are tracked and resolved by end of day; handle after-hours phone coverage occasionally; communicate effectively and uphold brand standards and SOPs; participate in pre-shift briefings and team meetings; support seamless guest experiences and cross-department collaboration.