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

Night Auditor / Resort Guest Services Ambassador

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

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.

Guest 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

• 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.

Qualifications

Required

• High School Diploma or equivalent.