Manager, Host

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 Manager, Host is responsible for leading the guest experience throughout the pre-arrival, in-house, and post-stay journey, ensuring every guest receives personalized,exceptional, and efficient service throughout their time at the Resort. This role oversees the daily operation of the Host team, ensuring consistently high standards of hospitality. This individual will have extensive knowledge of the Resort's accommodations, amenities, activations, activities, local attractions, and surrounding areas to confidently assist guests, make recommendations, and convert opportunities into reservations and experiences.

Guest

Experience:

Lead the delivery of an exceptional guest experience from pre-arrival through post-stay, consistently anticipating needs and exceeding expectations

Maintain a visible presence throughout the Resort, particularly during peak arrival, departure, and activity periods

Build strong relationships with guests, providing thoughtful touches, including welcome and thank-you notes, follow-up communications, and special requests assistance

Maintain comprehensive knowledge of all Resort facilities, accommodations, amenities, restaurants, activities, activations, and local attractions

Promote Resort experiences to convert guest interest into bookings

Ensure guest preferences are accurately communicated to the appropriate departments to create a seamless experience for guests

Respond promptly and professionally to guest inquiries, requests, and concerns, taking ownership through resolution

Take ownership of guest recovery situations, complaints, and service challenges, resolving issues with sound judgement

Empower the Host team to create memorable guest experiences, while consistently reflecting the Resort’s service philosophy of “We Create Joy”

Lead the day-to-day operations of the Host department, ensuring proper staffing, consistent communication, and operational priorities are effectively managed

Set clear performance expectations, providing ongoing coaching, to support to development of the Hosts

Develop comprehensive training and ongoing coaching focused on luxury hospitality, guest engagement, Resort knowledge, and departmental procedures

Lead by example with a positive, polished, and professional presence, while creating a culture of teamwork, accountability, and above and beyond hospitality

Recruit, interview, and select Host candidates who demonstrate the standards of the Resort

Perform additional responsibilities as assigned by the Manager, Front of House or other members of management

Minimum of 3 years of progressive experience in Front Office, Guest Services, Concierge, or a related field, with at least 1 year of management…