Join us at Mountain Sky Guest Ranch and deliver exceptional hospitality in beautiful MT!

Please note this is a year-round position and we are looking for an immediate start.

The Front Office Manager is responsible for leading all front office and reservations functions at Mountain Sky Guest Ranch. This role serves as the first impression and ongoing point of contact for guests, ensuring an exceptional experience from initial inquiry through post-stay follow-up.

This position combines leadership, guest services, and operational oversight—managing daily front office operations, supervising staff, optimizing reservations processes, and collaborating across departments to deliver a seamless and personalized guest experience. The Front Office Manager plays a key role in driving occupancy, maximizing revenue opportunities, and upholding the ranch’s high standards of hospitality.

Role and Responsibilities
Leadership & Team Management
• Lead, train, and support front office team members
• Foster a positive, collaborative, and service-driven team culture
• Set clear expectations and ensure adherence to company policies and procedures
• Create schedules and ensure adequate coverage for all front office functions
• Track front office payroll
• Provide ongoing coaching, feedback, and performance management
• Step in to support team operations during peak times or staffing gaps

Guest Communications & Experience
• Ensure warm, professional, and high-quality guest experience from first contact through departure
• Oversee all guest communications including phone, email, online inquiries, and in-person interactions
• Handle escalated guest concerns and ensure timely, thoughtful resolution
• Build and nurture relationships with guests, anticipating needs and personalizing experiences
• Ensure accurate and compelling representation of the ranch, accommodations, and activities
• Monitor and respond to guest reviews and feedback

Reservations & Revenue Management
• Oversee all reservation processes including inquiries, bookings, modifications, and cancellations
• Manage inventory, availability, and rate strategies in partnership with the General Manager
• Monitor waitlists to maximize occupancy
• Identify opportunities to upsell accommodations
• Oversee group bookings, events, and special reservations
• Ensure accurate processing of deposits, billing, and financial transactions

Operations & Administration
• Maintain accurate guest records, preferences, and special requests in HMS/PMS systems
• Ensure all guests on property sign and return liability and publicity waivers
• Oversee daily, weekly, and monthly reporting related to occupancy, revenue, and performance
• Assist with forecasting, budgeting, and financial tracking
• Oversee MSGR social media accounts
• Coordinate guest transportation schedules and pre-arrival planning
• Ensure all guest information is communicated effectively to relevant departments

Cross-Department Collaboration
• Partner closely with housekeeping, activities, dining, and ranch operations teams
• Ensure seamless guest arrivals, stays, and departures
• Communicate guest needs and expectations clearly across departments
• Support overall ranch operations and guest experience initiatives

General Responsibilities
• Demonstrate strong ownership, accountability, and attention to detail
• Maintain confidentiality of guest and company information
• Always uphold a high standard of professionalism and hospitality
• Ensure a non-discriminatory environment for guests and staff

Qualifications
• High School Diploma or equivalent required
• Bachelor’s degree in hospitality, business, or related field preferred
• 3+ years of experience in hospitality, guest services, or reservations
• Previous supervisory or management experience preferred
• Experience with HMS/PMS systems required

Compensation and Benefits
• Competitive salary (DOE)
• On-ranch housing (private room or shared housing options)
• Health, dental and vision insurance
• 401(k) with 6% match
• Meals provided during guest season
• Access to ranch amenities and activities (based on availability)
• Paid time off