Assistant Front Office Manager

The Ranch at Rock Creek; Montana; On-site; USD 70,000 - 90,000; Full time

Job summary

The Ranch at Rock Creek is seeking an Assistant Front Office Manager to lead Front Desk operations and oversee the Transportation Department. This hands-on role requires delivering Forbes 5-Star guest service, precise front office processes, and proactive leadership across departments.

Responsibilities include supervising Front Desk staff, maintaining OPERA Cloud profiles and billing, coordinating flight manifests, and ensuring safe, efficient guest transportation.

Qualifications

• 2–3 years of Front Office, Guest Services, Transportation Operations, or related hospitality experience; supervisory experience a plus.
• Experience with multi-airport manifests, chauffeur/driver scheduling, and guest transportation coordination.
• Proven ability to lead under pressure, communicate clearly, and maintain Forbes 5-Star service standards.

Responsibilities

• Oversee daily check-in/out, arrivals, departures, VIP arrangements, and Forbes 5-Star service standards; act for the Front Office Manager when assigned.
• Supervise, schedule, train, coach, and develop Front Desk staff; resolve escalated guest concerns and improve procedures.
• Maintain OPERA Cloud guest profiles, reservations, charges, payments, folios, billing reconciliation, and charge routing.
• Coordinate guest needs and daily operational updates with Pre-Arrival, Reservations, Housekeeping, Activities, Spa, F&B, Maintenance, and other departments.
• Direct daily Transportation operations, including driver assignments, shift rotations, airport runs, on-ranch coverage, off-property transfers, and group/buyout movements.
• Build and adjust driver schedules for early departures, late arrivals, overlapping flights, and staffing changes; balance long-distance transfers with on-ranch coverage.
• Train and evaluate drivers on guest interaction, ranch knowledge, safety, appearance, punctuality, and incident reporting; assist with hiring.
• Communicate assignments and changes promptly; ensure airport and on-ranch drivers can perform both types of shifts.
• Own the accuracy and daily maintenance of the flight manifest; coordinate commercial and private aviation movements.
• Monitor delays, cancellations, diversions, and schedule changes; reassign drivers, vehicles, and pickups/drop-offs as needed.
• Plan alternatives for diverted or canceled flights; keep guests, drivers, and Front Desk informed.
• Verify flight and itinerary information before dispatch; review manifests ahead of time and coordinate arrivals/departures.
• Document changes and guest communications to support shift continuity.
• Ensure polished arrival experiences from airport pickup to check-in; provide accurate guest information and preferences to drivers.
• Coordinate on-ranch transportation, mobility requests, off-property trips, and accessibility needs; minimize guest wait times.
• Oversee golf cart assignments, guest waivers, and compliance with ranch policies; do not guarantee carts outside availability.
• Maintain a clean, fueled, inspected fleet; enforce pre/post-trip checks and reporting.
• Document accidents, damage, and safety incidents; reinforce safe driving standards.

Skills

Front Office Leadership

Driver Scheduling

Team Coaching

Guest Service

Communication

Problem Solving

Microsoft Office

OPERA Cloud

Multi-Airport Coordination

Tools

OPERA Cloud

Job description

Assistant Front Office Manager
Department: Front Office

Exempt/Non-Exempt: Exempt (Salary)

Reports to: Front Office Manager

Position Summary

The Assistant Front Office Manager supports Front Desk operations and provides direct daily leadership of the Transportation Department. This hands-on role ensures Forbes 5-Star guest service, accurate front office processes, effective driver supervision, fleet readiness, and seamless commercial and private aviation transportation. The position requires proactive planning, sound judgment, precise communication, and adaptability during high-volume and rapidly changing operations.

Front Office Operations & Leadership

• Oversee daily check-in, check-out, arrivals, departures, VIP arrangements, guest requests, and Forbes 5-Star service standards; act for the Front Office Manager when assigned.
• Supervise, schedule, train, coach, and develop Front Desk staff; resolve escalated guest concerns and improve procedures and service consistency.
• Maintain accurate OPERA Cloud guest profiles, reservations, charges, payments, folios, billing reconciliation, and charge routing.
• Coordinate guest needs and daily operational updates with Pre-Arrival, Reservations, Housekeeping, Activities, Spa, Food & Beverage, Maintenance, and other departments.

Transportation Leadership & Driver Scheduling

• Direct daily Transportation operations, including driver assignments, shift rotations, airport runs, on-ranch coverage, off-property transfers, and high-volume group/buyout movements.
• Build and adjust driver schedules for early departures, late arrivals, overlapping flights, seasonal staffing changes, and unexpected guest needs; balance long-distance transfers with adequate on-ranch coverage.
• Train and evaluate drivers on guest interaction, ranch knowledge, safe operation, professional appearance, punctuality, communication, incident response, and documentation; coach performance concerns and assist with hiring and onboarding.
• Communicate assignments, changes, special requests, and expectations promptly; ensure airport and on-ranch drivers can perform both types of shifts.

Flight Manifest & Aviation Coordination

• Own the accuracy and daily maintenance of the flight manifest, including guest and accommodation details, dates, flight numbers, airline or FBO, airport, times, passenger/luggage needs, vehicles, and assigned drivers.
• Coordinate commercial flights through Missoula (MSO) and Bozeman (BZN), and private aviation/FBO movements through Missoula, Butte, Anaconda, Bozeman, and other regional airports.
• Continuously monitor delays, cancellations, diversions, early arrivals, missed connections, and schedule changes; promptly reassign drivers, vehicles, and airport pickups/drop-offs as needed.
• Plan alternatives for diverted or canceled flights, including different airports, revised arrival times, and staffing impacts; keep guests, drivers, Front Desk, Pre-Arrival, and Reservations informed.
• Verify flight and itinerary information before dispatch; review upcoming manifests several days ahead and coordinate simultaneous arrivals/departures with attention to drive times, vehicle capacity, and guest priorities.
• Document changes, completed assignments, and key guest communications to support continuity across shifts.

Guest Transportation & Fleet Safety

• Ensure a polished arrival experience from airport pickup through check-in; equip drivers with accurate guest information, accommodation assignments, luggage needs, and special requests.
• Coordinate on-ranch transportation, mobility and accessibility requests, off-property trips, medical needs, and cross-department vehicle use; minimize guest wait times.
• Oversee golf cart assignments, guest waivers, and compliance with ranch policies; do not guarantee carts outside approved availability and policy.
• Maintain a clean, fueled, inspected, properly equipped, and ready fleet; enforce pre/post-trip checks, designated parking, vehicle accountability, and timely repair reporting.
• Ensure accidents, vehicle damage, safety incidents, and insurance-related documentation are promptly and accurately reported; reinforce safe driving standards.

Operational Planning & Communication

• Use occupancy forecasts, group schedules, arrivals/departures, and flight manifests to anticipate staffing, vehicle, and transportation requirements.
• Identify itinerary discrepancies early; develop contingencies for weather, flight disruptions, vehicle breakdowns, and staffing shortages.
• Participate in operational meetings, monitor labor and resource use, report department challenges to the Front Office Manager, and help improve systems and procedures.

Qualifications

• 2-3 years of Front Office, Guest Services, Transportation Operations, or related hospitality experience, preferably in luxury lodging; supervisory experience and strong driver scheduling/logistics skills.
• Ability to manage complex multi-airport manifests, commercial/private aviation changes, simultaneous transfers, fleet operations, and safety requirements.
• Excellent organization, judgment, guest recovery, attention to detail, communication, and ability to lead under pressure; commitment to Forbes 5-Star service.
• Proficiency with Microsoft Office (Excel and Outlook); OPERA Cloud, ALICE, dispatch systems, Montana regional airports/FBOs, hotel billing, and buyout experience preferred.
• Valid driver's license and eligibility to operate company vehicles.

Physical Requirements & Scheduling

• Ability to stand/walk for extended periods, work at a computer, and occasionally lift up to 50 pounds.
• Flexible schedule including early mornings, evenings, weekends, holidays, and urgent transportation disruptions as assigned.

This description summarizes essential duties and is not exhaustive. Management may assign or reassign responsibilities as business needs change.