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

Job Description

Job Description

Night Auditor / Resort Guest Services Ambassador

Island Oaks RV Resort & Tiny Homes | Glen St. Mary, Florida

Position Summary

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.

Essential Functions & ResponsibilitiesGuest Arrival & Departure Experience

• Welcome and register guests in a friendly, professional, and efficient manner.
• Ensure all guests receive a warm welcome and positive first impression of the resort.
• 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.
• Review reservation notes and guest requests to ensure accommodations meet guest expectations.
• Provide resort orientation and detailed information regarding accommodations, amenities, activities, operating hours, local attractions, dining options, and resort services.
• Conduct accommodation tours when appropriate and assist guests in locating their site, cottage, tiny home, or glamping accommodation.
• Coordinate special arrivals, VIP guests, late arrivals, and late departures.
• Notify management of special requests, guest preferences, concerns, and accommodation needs.

Front Desk & Guest Services Operations

• Serve as the primary point of contact for guest inquiries throughout their stay.
• Answer telephones, emails, and guest communications promptly and professionally.
• Receive, document, and communicate guest messages and requests.
• 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.
• Escalate unresolved concerns to management as appropriate.
• Maintain accurate records, logs, guest information, and departmental documentation.
• Utilize reservation, property management, and guest communication systems effectively.
• Promote teamwork and exceptional guest service through communication with all resort departments.

Night Audit Responsibilities

• 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.

RV Resort & Accommodation Operations

• 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.

Gatehouse Operations & Access Control

• 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.

Resort Patrol & Property Monitoring

• 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.

Guest Activities & Community Engagement

• 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.

Safety & Emergency Response

• 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.

Additional Responsibilities

• 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.

Service Excellence Standards

Island Oaks team members are expected to deliver exceptional hospitality by:

• Making eye contact and acknowledging guests promptly.
• Greeting guests with a genuine smile and positive attitude.
• Using guest names appropriately whenever possible.
• Building rapport through meaningful guest interactions.
• Anticipating guest needs and offering assistance proactively.
• Taking ownership of guest concerns and following through to resolution.
• Demonstrating a "Can Do" attitude in every interaction.
• Creating memorable experiences that encourage guests to return.

QualificationsRequired

• 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.

Preferred

• 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.

Knowledge, Skills & Abilities

• Outstanding guest service skills.
• Strong problem-solving and conflict resolution abilities.
• Excellent communication skills, both verbal and written.
• High attention to detail and accuracy.
• Strong time management and organizational skills.
• Ability to prioritize multiple tasks simultaneously.
• Ability to adapt to changing operational demands.
• Professional appearance and demeanor.
• Positive attitude and hospitality-focused mindset.
• Ability to maintain confidentiality and exercise sound judgment.

Physical Requirements

• 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.

Benefits

• Medical, Dental, Vision, Life, and Disability Insurance
• Paid Time Off
• Employee Resort Stay Discounts
• Food & Beverage Discounts
• Team Member Recognition Programs
• Career Growth & Development Opportunities
• Win From Within Culture
• A fun, hospitality-focused work environment

About NDM Hospitality

NDM Hospitality is a family-owned hospitality company dedicated to delivering exceptional guest experiences through innovative vacation rental, resort, and hospitality operations. Our vision is simple: to combine the comfort and space of a vacation home with the quality, service, and consistency of a world-class resort.

NDM Hospitality is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected status under federal, state, or local law.

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