Guest Service Ambassador (Front Desk Agent) - Island Oaks RV Resort

NDM Hospitality Services•Glen St. Mary, FL

2d•Onsite

About The Position

Island Oaks RV Resort & Tiny Homes is seeking a hospitality-driven, highly motivated Night Auditor / Resort Guest Services Ambassador to join our team. This unique role combines front desk operations, night audit responsibilities, guest relations, gatehouse operations, and resort ambassador duties to ensure every guest enjoys an exceptional stay. The Night Auditor / Resort Guest Services Ambassador serves as one of the primary points of contact for guests staying in our RV sites, tiny homes, cottages, and glamping accommodations. This position is responsible for delivering outstanding guest service, completing overnight accounting procedures, assisting with guest arrivals and departures, monitoring resort operations, conducting routine property rounds, and supporting a safe, welcoming, and well-maintained resort environment. The ideal candidate enjoys engaging with people, thrives in a fast-paced hospitality setting, and is committed to creating memorable experiences for guests while maintaining operational excellence.

Requirements

High School Diploma or equivalent.
Minimum one (1) year of hospitality, hotel, resort, vacation rental, campground, RV resort, guest services, customer service, or front desk experience.
Strong verbal and written communication skills.
Exceptional guest service and interpersonal skills.
Strong organizational and multitasking abilities.
Ability to work independently and within a team environment.
Basic computer skills and ability to learn resort operating systems.
Cash handling and payment processing experience.
Valid U.S. Driver's License.
Ability to safely operate golf carts and company vehicles.
Ability to work flexible schedules including days, evenings, weekends, holidays, and overnight shifts.
Ability to remain calm and professional in high-pressure situations.
Ability to stand, walk, sit, bend, kneel, stoop, reach, and move throughout the property for extended periods.
Ability to patrol the resort via golf cart and on foot.
Ability to work indoors and outdoors in varying weather conditions.
Ability to lift, carry, push, or pull up to 30 pounds.
Ability to use computers, telephones, radios, mobile devices, and other office equipment.
Ability to work overnight, evening, weekend, and holiday shifts as scheduled.

Nice To Haves

Minimum two years of Night Audit experience in a hotel, resort, campground, RV resort, or luxury hospitality environment.
Previous experience with NewBook reservation systems.
Experience with Clover Point of Sale systems.
Experience with electronic gate access systems.
General knowledge of resort operations.
Bilingual (English/Spanish) preferred.
Experience in luxury hospitality, vacation rental, RV resort, or outdoor hospitality environments.

Responsibilities

Welcome and register guests in a friendly, professional, and efficient manner.
Process guest check-ins and check-outs accurately and efficiently.
Verify reservations, site assignments, accommodation details, rates, and special requests.
Obtain and secure payment information in accordance with company policies and procedures.
Settle guest folios, process payments, and resolve billing inquiries.
Provide resort orientation and detailed information regarding accommodations, amenities, activities, operating hours, local attractions, dining options, and resort services.
Serve as the primary point of contact for guest inquiries throughout their stay.
Answer telephones, emails, and guest communications promptly and professionally.
Assist guests with directions, transportation information, local recommendations, and activity inquiries.
Respond to guest concerns with urgency and professionalism.
Resolve guest issues to the greatest extent possible while ensuring guest satisfaction.
Utilize service recovery techniques to enhance the guest experience and build guest loyalty.
Maintain accurate records, logs, guest information, and departmental documentation.
Utilize reservation, property management, and guest communication systems effectively.
Complete all nightly audit functions and end-of-day processing procedures.
Balance and reconcile daily transactions, room/site revenue, cash receipts, credit card activity, and ancillary revenue.
Generate required nightly audit reports and management reports.
Verify accuracy of guest accounts, site charges, and accommodation revenue.
Research and resolve discrepancies as necessary.
Maintain accurate audit records, logbooks, reports, and documentation.
Ensure overnight operations comply with company accounting standards and procedures.
Prepare reports and information necessary for the following operational day.
Assist guests staying in RV sites, tiny homes, cottages, cabins, and glamping accommodations.
Verify accommodation readiness prior to guest arrival.
Conduct pre-arrival inspections to ensure accommodations meet cleanliness and quality standards.
Assist guests with questions regarding site hookups, utilities, Wi-Fi access, resort amenities, recreational facilities, and campground services.
Coordinate guest requests with Housekeeping, Maintenance, Grounds, Activities, and Resort Operations teams.
Follow up on maintenance requests and guest concerns to ensure timely resolution.
Assist with after-hours guest requests and operational needs.
Assist with guest and visitor arrivals at gatehouse locations as needed.
Verify reservations, registrations, and property access permissions.
Welcome guests, residents, vendors, contractors, and visitors while maintaining a secure and welcoming environment.
Monitor access to the resort in accordance with established procedures.
Provide guests and visitors with directions and resort information.
Maintain accurate visitor, vendor, and contractor logs when required.
Assist with parking guidance, traffic flow, and access-related guest inquiries.
Conduct routine golf cart patrols throughout the resort.
Maintain a visible and approachable presence throughout the property.
Monitor common areas, amenities, recreational spaces, bathhouses, pool areas, clubhouses, walking trails, and guest facilities.
Identify and report maintenance concerns, safety hazards, lighting issues, housekeeping needs, landscaping concerns, and operational deficiencies.
Assist in maintaining the cleanliness, presentation, and overall appearance of the resort.
Observe and report unusual situations or incidents to management.
Assist with enforcement of resort policies and quiet hours through positive guest interactions and customer service.
Complete required property patrol documentation and operational logs.
Support resort events, activities, and seasonal programming.
Provide guests information regarding scheduled activities and recreational opportunities.
Assist with activity registration when required.
Encourage guest participation in resort amenities, events, and community gatherings.
Foster a welcoming and inclusive environment for guests, residents, and visitors.
Promote a positive resort culture through guest engagement and hospitality.
Respond appropriately to guest emergencies, medical incidents, weather events, and operational disruptions.
Follow established emergency procedures and resort safety protocols.
Assist guests during emergency situations while remaining calm and professional.
Report incidents, accidents, hazards, and unusual occurrences promptly.
Complete incident reports accurately and thoroughly.
Promote a safe environment for guests, residents, visitors, and team members.
Maintain awareness of resort safety procedures and operational standards.
Demonstrate professionalism, integrity, and confidentiality at all times.
Maintain cleanliness and organization of workstations, front desk areas, gatehouse locations, equipment, and shared workspaces.
Stay current on resort information, policies, procedures, activities, promotions, and operational updates.
Participate in all required training programs, meetings, and development opportunities.
Cross-train in Guest Services, Concierge functions, and other operational departments as needed.
Assist with special projects and assignments as directed by management.
Maintain attendance and dependability in accordance with company standards.
Work varying shifts and schedules based on business needs.