Guest Services Department

Front Desk Lead

Directly supervise all front desk staff, and ensures proper completion of all front desk duties. Directs and coordinates all activities of front desk staff. Performs outstanding guest service on a daily basis. Maintain interdepartmental lines of communication, and interact on a daily basis with guests and resort staff.

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The employee must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to fulfill these functions. Ruttger’s further expects every employee to exhibit stellar guest service and a regular attendance record.


·        Participates in full cycle hiring process of front desk staff, including scheduling, training, and cross-training.

·        Supervises workloads during all front deskshifts. Evaluates job performance of all front desk staff.

·        Conducts regular meetings with front desk staff.

·        Maintains master key control. Manages safe deposit boxes and room keys, according to policies and procedures.

·        Updates group information. Maintains, monitors, prepares group requirements. Relays information appropriately.

·        Verifies that accurate room status information is maintained and properly communicated.

·        Resolves guest problems quickly, efficiently, and courteously.

·        Completes guest check-in procedures. Post charges to guest accounts. Cash checks for guests according to approval policy.

·        Completes guest check out procedures. Settles guest accounts. Handles cash, checks, credit cards, and direct billing requests properly.

·        Balances cash and all transactions at the close of each shift.

·        Checks cashiers in and out and verifies banks and deposits at end of shift.

·        Enforces all cash-handling, check-cashing, and credit policies.

·        Operates POS system, and runs daily reports.

·        Assists during any emergencies and follows proper procedures.

·        Any and all other duties as assigned.


·        Previous hotel-related experience beneficial.

·        Computer skills necessary.


·        Must be able to pass Ruttger’s background check.

·        Valid Driver’s License.

·        Reach with arms and hands.