Front Desk Agent

About the role

The Ocean House Collections comprises three luxury properties: Ocean House (49 guest rooms, 18 Signature Suites), the Cottage Collection (10 privately owned vacation homes), and the Ocean & Harvest Spa (12,000 sq ft, Forbes Travel Guide 5‑Star). Over 10,000 sq ft of indoor/outdoor meeting space and up to eight summer dining options, including the 5‑Star fine‑dining restaurant Coast. Weekapaug Inn offers 31 unique guest rooms and four two‑bedroom Signature Suites with farm‑to‑table dining and curated amenities. The Watch Hill Inn, established in 1845, provides 21 suite‑style accommodations with unrestricted access to dining, amenities, and activities across Ocean House and Weekapaug Inn.

The Night Auditor/Guest Relations Agent serves as the guest liaison for resort and non‑resort services, upholding Ocean House Collections core values and Forbes 5‑Star standards. The role involves greeting guests warmly, offering personalized service, handling inquiries and challenges, performing nightly audit sequences, managing check‑ins/out, processing payments, maintaining security walks, and acting as a concierge when needed.

Responsibilities

• Process nightly audit sequences to reset for the next day’s business, verify accuracy of credit‑card transactions and batch reports.
• Maintain scheduled walk‑through/security checks of public areas to ensure staff and guest safety.
• Answer phones and attend to guest requests, communicating to supervisor/manager when needed.
• Perform check‑in/check‑out of hotel guests according to company standards.
• Receive reservation inquiries and book reservations for future guests.
• Handle guest challenges and inquiries in person, over the phone, or via written communication.
• Provide information on the local area and activities as required (acting as concierge when necessary).
• Reconcile credit‑card charges.
• File correspondence, reports, and paperwork as outlined in checklists/SOPs.
• Process cash and other forms of payment.
• Keep staff knowledgeable of daily operations (special events, packages, promotions, group check‑ins, etc.) through daily reports.
• Maintain a hazard‑free work environment and be familiar with all emergency procedures.
• Speak clearly and persuasively in positive or negative situations; listen, get clarification, and respond well to questions.
• Practice, manage, and promote the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations.
• Represent the Company with a positive attitude and professional presentation.
• Follow sustainability guidelines and practices related to the Company’s sustainability programs.

Qualifications

• High school diploma or GED; or one to three years of related experience and/or training; or equivalent combination.
• Proficiency in Microsoft Word, Outlook, and Excel.
• Working knowledge of Maestro preferred.
• Experience in a guest‑facing service role preferred.
• Luxury hospitality experience preferred.
• Time spent in a high‑pressure, high‑volume atmosphere preferred.
• Previous experience on a professional team preferred.
• Fluency in English verbally and in writing.

Skills

• Ability to perform job functions with attention to detail, speed, and accuracy under pressure.
• Ability to remain calm and resolve problems using good judgment.
• Ability to prioritize and organize tasks and work area.
• Ability to follow directions.
• Ability to work cohesively with co‑workers as part of a team.
• Maintain confidentiality of guest/staff information and pertinent company data.
• Speak clearly and persuasively; listen and get clarification; respond well to questions.

Pay

Salary range: $19.00 – $21.00 per hour.

Schedule

The property operates 24 hours a day, 7 days a week, including all holidays. Hourly staff may be asked to work extended shifts and additional days based on business demands. During the peak season (Memorial Day through Columbus Day), the busiest days are weekends (Friday‑Sunday) and holiday Mondays; all seasonal staff must be able to work all weekends. The ideal candidate is flexible to work evening shifts (3‑11 pm) and overnight shifts (11 pm‑7 am). The scheduling manager will aim for consistency to support work/life balance, but reasonable flexibility during high season is required.