Front Desk Agent

Position Overview

Front Desk Agents are the primary liaison between The Ranch at Rock Creek and our guests, representing the property with professionalism and hospitality throughout the guest journey. Agents oversee arrival and departure procedures, ensure the highest level of guest service, and maintain our commitment to Forbes 5-Star standards.

This role includes part time night audit responsibilities, requiring attention to detail, reliability, and a strong understanding of both guest services and resort operations. Night audit duties involve overseeing overnight guest needs while performing end-of-day financial and reporting procedures.

Essential Duties and Responsibilities

Guest Services & Front Desk Operations

• Welcome guests with warmth and professionalism, handling check-in/check-out procedures with efficiency and care.

• Maintain up-to-date knowledge of Ranch events, amenities, and activities to confidently assist and inform guests.

• Address guest concerns, special requests, and last-minute changes by coordinating effectively with all departments.

• Prepare registration cards, waivers, welcome notes, and guest materials; conduct property tours and final accommodation inspections.

• Use the Property Management System (PMS) to manage reservations, guest folios, and accurate postings.

• Review guest folios prior to departure, process adjustments and allowances, and ensure accurate final billing.

Night Audit Responsibilities

• Complete nightly audit procedures, including reconciliation of daily transactions and system postings.

• Run and distribute daily reports for leadership, housekeeping, and other departments.

• Investigate and resolve discrepancies in billing or postings.

• Monitor property security overnight, manage late check-ins, and respond to any guest needs or emergencies.

• Ensure smooth transition between night and morning operations.

Team Collaboration

• Foster a positive team environment by communicating clearly and respectfully with coworkers and other departments.

• Support daily communication meetings and actively contribute to operational consistency and service excellence.

Education & Experience

• High School Diploma required; further education in hospitality or business a plus.

• Prior customer service experience required; hotel or resort front desk experience strongly preferred.

• Proficiency in Microsoft Word, Excel, and PowerPoint required.

• Experience with Property Management Systems and basic accounting processes preferred.

• Valid driver’s license required.

Skills & Requirements

• Strong verbal and written communication skills.

• Ability to perform detailed tasks with minimal supervision, especially during overnight hours.

• Sound judgment, reliability, and professionalism under pressure.

• Ability to maintain confidentiality of guest and company information.

• Physical ability to remain alert and on foot for extended periods and respond to guest or emergency needs.

• Commitment to providing an elevated level of personalized guest service.

Note

This job description is intended to convey information essential to understanding the scope of the position and it is not intended to be an exhaustive list of duties or responsibilities. Management may assign or adjust responsibilities as needed.