Agent, Connectivity

Agent, Connectivity

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 Agent, Connectivity ensures a seamless guest experience by managing pre-arrival communications, handling guest preferences, and facilitating effective communication between guests and various hotel departments (e.g., Host, F&B, Housekeeping, Maintenance). This individual efficiently relays guest requests via radio, phone, email, or systems such as ALICE, Opera, Alliance, and Seven Rooms. They are 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 maintaining smooth communication and collaboration across departments. The Agent is also responsible for coordinating guests' special occasions and special requests, as well as building itineraries for all in-house and outside activities. The job will require occasional overnight shifts to support after-hours guest communications and operational needs.

This position is based in Bozeman, Montana.

Key Duties & Responsibilities

Development

Carry out any assigned task with honesty, transparency, and integrity. Maintain polite and professional interpersonal relationships with both colleagues and guests. Demonstrate the ability to communicate effectively. Develop an effective and supportive team environment by listening to and acting on behalf of our guests and 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 staffing distribution throughout daily operations and proper guest service coverage.

Product

Act as a One&Only brand Ambassador at all times. Adhere to company ethics and anti-bribery policies. Understand, instill, and live the Company Philosophy. Ensure compliance with all brand standards, OO markers, quality standards, and SOPs. Always maintain workplace discipline in accordance with company philosophy, policies, and procedures. Demonstrate the 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 specific requests. Ensure that all emails 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…