Team Leader, Guest Relations

Kerzner International Holdings • Big Sky, MT

84d

About The Position

Team Leader, Host (Guest Experience) is responsible for managing pre-arrival, in house and post-stay stages of the guest's stay. Ensuring guests receive top-notch, personalised service from the hotel, and that all expectations are exceeded, throughout their stay at the resort. Be familiar with all resort standards, policies and procedures to ensure the department is run effectively and efficiently. To be familiar with all the resort facilities, restaurants, local attractions and other points of interest, to be able to promote and answer all inquiries concerning services and highly diversified queries from guests.

Requirements

• Must be computer literate, knowledge of MS Office, Excel and Opera is essential
• Must be able to work well under pressure and be able to multi-task
• Must have experience as a Receptionist or Guest Relations Officer in a five-star environment for a minimum of 2 years

Responsibilities

• Run day-to-day operations of the Host Department, meeting the expectations of the customers daily
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property
• Provide services that are above and beyond for customer satisfaction
• Maintain high visibility in public areas
• 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
• Communicate both positive and negative feedback from guests to appropriate departments
• Ensure all guests' complaints are followed up and discussed to eliminate the same issues
• Emphasize 'We create joy' during all departmental meetings and focuses on continuous improvement
• Participate, as needed, in the investigation of employee and guest accidents
• Seek opportunities to improve client service
• Demonstrate effective and appropriate interaction with clients whilst maintaining a professional approach and image
• Maintain a high level of product & service knowledge to explain and sell services and facilities to our clients and potential guests
• To undertake any reasonable tasks and secondary duties as assigned
• Responsible for ensuring all guest's need are met throughout their stay
• Deliver guest requests (presenting items, placing them, in room behaviour)
• Writing personal notes (a thank you card, and information, arranging a service etc.)
• Promote activities and facilities of the resort with the intention to convert bookings
• Be aware of all Group Events, VIP guests that are in house and of their movements
• Ensure the information has been communicated to the entire Front Office team effectively
• Personal check of room readiness & amenities delivery before guests' arrival
• All other duties as assigned by leadership

Benefits

• Medical insurance - 80% of premium paid by employer
• Health Savings Account with $50 employer contribution per pay period
• Dental, vision & life insurance - 100% of premium paid by employer
• 5 weeks of PTO (Paid Time Off)
• 8 paid holidays
• Uniform provided & complimentary laundering
• Complimentary transportation to/from resort
• Complimentary meal per shift
• Subsidized housing based on availability
• Discounts at F&B outlets on property
• 14 nights per year at $100/night* at Kerzner Properties worldwide
• Winter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Accommodation
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees