Manager, Connectivity

Manager, Connectivity (16159) 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, Connectivity is the main point of contact for all stages of the guest journey: pre-arrival, in-house, and post-stay. The main aim of the role is to ensure that all guests’ expectations are not just met, but also exceeded, throughout their stay. This individual must become familiar with all resort facilities, services, standards, experiences (both internal and external), attractions, costs, policies, and procedures to ensure the Connectivity team is able to answer any questions, promote all offerings, and address any concerns. Overall, this role will support the Connectivity team in providing the highest level of guest service, so they receive personalized and prompt attention. Key Duties & Responsibilities Managing Employees: · Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. · Keep a positive and motivated attitude and exercise self-control. · Encourage and build mutual trust, respect, and cooperation among team members. · Serve as a role model to demonstrate appropriate behaviours. · Develop specific goals and plans to prioritize, organize, and accomplish your work. · Supervise and manage employees. · Understanding employee positions well enough to perform duties in employees' absence. · Conduct regular training for employees. · Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. · Check and maintain grooming standards of Connectivity Center team. · Evaluate the staffing requirements and prepare work schedules weekly, ensuring that there is proper coverage according to hotel occupancy. · Support regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance. · Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. · Empower employees to provide excellent customer service. · Conduct regular check of LQA Standards related to the Connectivity Center. · Provide guidance and direction to subordinates, including setting performance standards and monitoring performance. · Handle all disciplinary counseling as necessary. · Provide information to co-workers, and subordinates by telephone, in written form, e-mail, or in person. · Assist, as needed, in the interviewing and hiring of employee team members with the appropriate skills. · Undertake any reasonable tasks and secondary duties as assigned. · Assist with any other duties as required by the line manager or another member of the management team. Guest Satisfaction: · Blow away guests at every opportunity. · Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved. · Provide services for customer satisfaction and retention based on five pillars. · Empower employees to provide excellent customer service. · Maintain high visibility in public areas during peak times. · Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. · Establish a positive relationship with guests while maintaining a professional and attentive manner. · Provide immediate assistance to guests as requested. · Responsible for all in house guest requests and ensuring their needs are met. · Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction. · Record guest issues in the guest response tracking system. · Review guest satisfaction results with employees daily. · Participate, as needed, in the investigation of employee and guest accidents. · Ensure all guests’ complaints are f