Connectivity Agent; Concierge

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.

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.

• 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

• 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

• 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…