Front Desk Agent / Night Auditor

Position Overview

As the 'Face of the Ranch,' the Front Desk Agent is the primary steward of the luxury guest experience, ensuring seamless, personalized service from pre-arrival to departure. This role is instrumental in upholding our reputation for unparalleled hospitality and maintaining the meticulous standards required for a Forbes 5-Star experience.

This specialized role seamlessly blends daytime luxury guest service with crucial part-time Night Audit responsibilities. The Night Audit function demands exceptional attention to detail, total reliability, and the ability to safeguard the integrity of daily financial and operational reporting while serving as the sole overnight point of contact for our discerning guests.

Essential Duties and Responsibilities

Guest Services & Front Desk Operations

• Lead the arrival/departure experience by providing warm, professional, and efficient service that sets the tone for a luxury stay.

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

• Anticipate and proactively resolve guest needs, ranging from personalized requests to unexpected changes, requiring flawless inter-departmental coordination across F&B, Activities, and Housekeeping.

• Prepare detailed registration cards, waivers, welcome notes, and customized guest materials.

• Conduct property tours and final accommodation inspections prior to guest arrival.

• Utilize the Property Management System (PMS) to accurately manage reservations, guest folios, and detailed postings.

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

Night Audit Responsibilities

• Execute comprehensive nightly audit procedures to ensure the complete and accurate financial reconciliation of all daily resort transactions.

• Run, analyze, and precisely distribute critical daily financial and operational reports for leadership, housekeeping, and other key departments.

• Investigate and resolve all discrepancies in billing or system postings from the day's operations.

• Serve as the primary overnight Manager on Duty, ensuring the security of the property and providing immediate, calm, and effective response to late arrivals, guest needs, or emergencies.

• Ensure smooth and detailed transition between night and morning operations.

• Set up and maintain the morning coffee and pastry bar to Forbes standards.

Team Collaboration

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

• Actively contribute to daily communication meetings, sharing key guest information to maintain operational consistency and service excellence.

Education & Experience Requirements

• High School Diploma required; further education in hospitality, business, or accounting is a significant plus.

• Prior experience in a high-end customer service or luxury hospitality setting is strongly preferred; specific front desk experience within a 4/5-Star hotel, resort, or exclusive lodge is highly preferred.

• Proficiency in the Microsoft Office Suite (Word, Excel, and PowerPoint) for reporting and administrative duties is required.

• Demonstrated experience utilizing a Property Management System (PMS) (e.g., Opera, Dayforce, etc.) is highly desirable, along with familiarity with basic accounting/bookkeeping processes.

• Valid driver’s license required.

Skills & Requirements

• Exceptional verbal and written communication skills with the ability to convey information with grace and professionalism.

• Proven ability to operate independently and reliably for extended periods, executing detailed and critical tasks overnight without direct supervision.

• Sound judgment, total reliability, and poise under pressure in high-stakes situations.

• Absolute commitment to discretion and confidentiality regarding all guest records, financial information, and company operations.

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

• A genuine and sustained commitment to providing an elevated level of personalized guest service that exceeds 5-Star expectations.

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.