Front Office Manager

Lone Mountain Ranch (LMR), situated on 148 acres in beautiful Big Sky, Montana, was first homesteaded in 1915 and has long been recognized as one of the premier guest ranch resorts in the country. The property consists of 30 rooms located within 24 unique cabins as well as the Horn & Cantle Restaurant and Saloon, the Ranch Hall, the Outpost, equestrian facilities, event venues and meeting spaces. A National Geographic Unique Lodge of the World, LMR is listed on the National Registry of the Historic Places, a member of the Dude Rancher’s Association, and once voted the #1 Nordic Ski Resort in North America by Cross Country Skier Magazine, LMR offers authentic luxury accommodations, genuine Montana cuisine, exceptional service, and a stunning array of outdoor recreational pursuits. Combine these attributes with proximity to Yellowstone National Park, Big Sky Resort, as well as Bozeman Airport, and we believe the LMR guest experience is unlike any other in the American West.

LMR VISION

Lone Mountain Ranch is a destination where guests disconnect from the world, while connecting with others through unforgettable adventures in a natural setting. Moments are crafted through discovery, exceptional people, fun activities, and a breathtaking environment.

SUMMARY 

The Front Desk Manager at Lone Mountain Ranch plays a pivotal role in crafting the first impression of the ranch for every guest, setting the tone for an unforgettable experience. Leading the Front Desk team, this role is responsible for ensuring that each guest is welcomed with warmth and care, reflecting the rich history and charm of the Ranch. The Front Desk Manager will work alongside various departments—including the Concierge, Horse Program Manager, Activities Manager, Rooms Director, and Transportation Department—to ensure a seamless and unforgettable guest journey from check-in to check-out. Through a leadership style grounded in the hospitality values of the Ranch, this manager will inspire their team to deliver genuine, personalized service that exceeds expectations and highlights the beauty of the ranch's culture and setting. 

The ideal candidate for this position will have a natural ability to lead by example, demonstrating a deep commitment to the guest experience while nurturing an inclusive, employee-focused work environment. This individual will guide their team with authenticity, creating a space where staff feel valued, supported, and motivated to grow. With a strong sense of pride in the Ranch's legacy, this leader will instill a shared understanding of how small acts of care can create big impacts, not only on guests but on one another as team members. By working alongside the Front Desk team and other department leaders, they will encourage collaboration and inspire their staff to act with confidence, integrity, and a focus on making each guest feel valued. The Front Desk Manager will share responsibilities for managing the Outpost with the Retail and Activities Managers, working together to ensure exceptional guest experiences and smooth operations. Above all, they will create a culture of hospitality that feels as timeless and welcoming as the ranch itself. 

ESSENTIAL DUTIES & RESPONSIBILITIES 

• Oversee the daily operations of the Front Desk, ensuring that each guest interaction reflects the Ranch’s values of genuine hospitality and excellence.
• Lead and mentor the Front Desk team, providing training, guidance, and support to help staff grow and thrive within the organization.
• Handle guest inquiries, requests, and concerns with warmth, professionalism, and efficiency, ensuring guests feel valued and cared for throughout their stay.
• Maintain guest profiles and preferences in the Property Management System to personalize the guest experience and create lasting memories.
• Coordinate with housekeeping, maintenance, Concierge, Horse Program Manager, Activities Manager, Rooms Director, and the Transportation Department to ensure smooth communication and seamless service delivery.
• Ensure that all necessary guest documents, room keys, and special requests are prepared and organized in advance of check-in.
• Foster a culture of collaboration by encouraging open communication with all departments to ensure guest satisfaction.
• Manage guest packages, mail, and messages to ensure timely delivery and satisfaction.
• Act as a liaison for all guests, ensuring pre-arrival requests are handled and personal touches are added throughout their stay.
• Maintain the appearance of the Front Desk area, ensuring that it reflects the Ranch's atmosphere—warm, welcoming, and rooted in its rich history.
• Share responsibilities for managing the Outpost alongside the Retail and Activities Managers, ensuring the area is well-staffed, clean, and organized.
• Ensure guest safety and maintain the appearance of the entrance to the Outpost, which may include shoveling and snow removal during winter months.
• Be proactive in observing the overall cleanliness and upkeep of the Ranch by noticing and addressing small details, such as removing litter, tidying up outdoor furniture after guest use, or noticing when wildlife activity impacts the property.

QUALIFICATIONS 

• A minimum of 5 years of hotel or resort front desk experience and 5 years of hospitality management experience, or a combination thereof.
• Strong leadership skills with the ability to inspire, motivate, and develop a team, cultivating an inclusive and growth-oriented work environment.
• Proven ability to build authentic relationships with guests and staff, making every interaction feel personal and genuine.
• Proficiency in Property Management Systems (PMS) and other relevant tools to manage guest information and operations.
• A natural problem-solver with strong organizational skills and the ability to maintain composure under pressure.
• Valid driver’s license with a clean driving record, with frequent driving required through snow and icy conditions.

WORK ENVIRONMENT 

• Ability to work in a fast-paced environment, managing multiple priorities while maintaining a calm and welcoming presence.
• Frequent standing, walking, and lifting up to 50 pounds when assisting guests with luggage and carrying documents or packages.
• Ability to shovel and clear paths, particularly during winter months.
• Must be able to work flexible hours, including evenings, weekends, and holidays, as needed.
• Comfort in working with a diverse team across departments to meet the needs of guests and ensure smooth operations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time or without notice.