Team Leader, Connectivity (Big Sky, US) na Kerzner International | Luxury Hotels & Resorts Operator

Development 

• Carries out any assigned task with honesty, transparency, and integrity 

• Maintain polite and professional interpersonal relationships with both colleagues and guests 

• Demonstrate ability to communicate effectively 

• Contribute to creating a positive work environment 

• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues 

• Attend meetings when his/her presence is required, assisting in every way possible (Arrivals, Pre-Conventions, Departmental, etc.) 

• Attend monthly departmental meetings and departmental training 

• Reflect the effective interdepartmental communication across the resort; act with integrity and leads by example 

• Constantly looking for more ideas and ensuring creativity to the guest experiences (amenities, special celebration, and guests’ important moments) 

• 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 

• Training, coaching, and leading Connectivity, PBX, Guest Relations Agents as they provide support for guests 

• Ensure compliance with guidelines and standards (grooming standards, code of conduct and ethics, etc.) 

• Ensure staff members achieve the desired service levels and take corrective action, as needed 

• Provide weekly schedule for the team 

• In collaboration with the Connectivity Manager, develop Standard Operating Procedures related to the department operations

• Enforce and assess Policies and Procedures

Operations 

• PPE (Personal Protective Equipment) provided by the Resort must always be used 

• Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed 

• Strictly adhere to the Lost & Found Policies and Procedures established by the Resort 

• Supervise and control efficiently all guest requests and redirect them to the proper departments and colleagues  

• Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information 

• Develop objectives for the Connectivity Center’s day-to-day activities 

• Answer all guest requests and questions in a friendly and caring manner; provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle 

• Ensure all pre-arrival e-mails are being sent accurately

• Personal care of VIP guests’ pre arrival process.   

• Supervise the exhaustive search of each upcoming guest  

• Keep record of guests’ profiles, including any guest information, preferences, and allergies in Alice and Opera daily and encourage the rest of the team to do so as well 

• Ensure all possible existing profiles are merged daily through OPERA, Alice, Seven Rooms 

• Supervise the elaboration of VIP Guests Report and distribute it via e-mail to Leaders daily 

• Supervise capturing all amenities in ALICE  

• Answer every email within our 12-hour standard time, prioritizing urgent emails and/or calls 

• Support and engage with guests during all special events and Holiday Programs 

• Maintain privacy of our guests and staff members 

• Complete administration tasks on time 

• Comply with the functions related or non-related to the position based on the operations needs and instructions from management 

• Have a complete knowledge of the groups in-house, pre-and-post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed 

• Show flexibility within your position and be able to fulfill any other tasks you are asked to perform 

• Know how to use ALICE systems, OPERA, Open Table/Seven rooms/Resy perfectly to ensure a smooth operation and effective communication 

• Ensure all Guest Messaging requests are being followed in a timely manner as per standards and act when necessary to ensure goals are met.  

• Manage inventory of all printing and stationery as well as office supplier.  

• Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules 

• Provide support to Host, Housekeeping and Front Office Team when needed 

• Support the arrival/departure experience as needed 

• Support the Reception when necessary 

• Comply with the functions related or non-related to the position based on the operations needs and direct commands from leaders 

• Modify and communicate the most up-to-date extensions, direct numbers, and fax numbers 

• Use the radios as per the standard of communication established by the Resort 

• Perform all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position 

• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders 

• Adheres to all current and any additional organizational policies and standards 

• Adherent to the tasks delegated by Manager(s) 

Quality 

• Ensure the guest satisfaction with the service of each department, creating amenity programs for top guests and as required by Executive Offices 

• Ensure all Connectivity/PBX/Guest relations Agents are up to date with all standards related to In-Room Dining (when applicable) and Guest Service Request of Forbes and LQA.  

• Identify and recognize VIP, repeat, and special celebrations guests (wedding anniversary, birthday, honeymoon) assuring personalized service 

• Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction 

• Act as a center of coordination for the Guests as well as the hosts & housekeeping departments to complete any guest request and inform any urgent information and last-minute announcements 

• Report any guest’s issue to the appropriate department or colleagues through ALICE to provide a prompt and satisfactory response 

• Supervise and coordinate amenities for guests who are celebrating a special occasion 

• Supervise and assist monitor social media to obtain guests preferences and organize special details for them (photo frame, etc.)

• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people, what is going on in the area etc. 

• Monitor Customer Satisfaction through our platform ReviewPro 

• Improve guest satisfaction  

• Consistently improving our quality of service 

• Effective in complaint handling and problem resolution 

• Language(s): English (100%) 

• Education Level: High School completed – University Degree optional (preferably with Bachelor in Hotel Management or Technical or General Administration) 

• Experience in the tourism sector for at least 2 years. Preferably have knowledge Concierge, Front Desk, Guest Relations 

• Excellent verbal and written communication 

• Detailed and Service oriented 

• Intermediate/Advanced computer skills 

• Knowledge of Opera Cloud 

• ALICE platform knowledge is desired, but not required 

• General knowledge of MS Office (Word, Excel, Power Point, Outlook, Publisher, and Internet) 

• Knowledge management databases 

• Abid multitasker and capable of working under pressure 

• Outstanding communication and interpersonal skills 

• Excellent organizational skills 

• Leadership skills with problem-solving ability 

• Team player oriented 

• Reliable and result driven 

• Availability to work flexible hours, including weekends, nights and holidays, based on operational needs