Front Desk Lead/Supervisor - Peacock Inn Hotel

Job Summary: 

 
The Peacock Inn is a boutique hotel situated in the heart of downtown Princeton, New Jersey. This landmark colonial-style mansion has been transformed into a modern luxury 16-room hotel. As a proud member of the Ascend Hotel Collection and Genesis Hospitality & Dining, The Peacock Inn is committed to delivering exceptional guest experiences through personalized and attentive service.

We are seeking an experienced, service-oriented, and hands-on Front Desk Lead/Supervisor to oversee front desk operations while serving as a leader and role model for the guest services team. This position is ideal for a hospitality professional who thrives in a fast-paced environment, excels at guest relations, and enjoys coaching and developing team members.

Essential Functions:

•           Greet guests professionally and courteously during check-in and check-out.

•           Respond promptly to guest inquiries, requests, concerns, and complaints, ensuring timely resolution.

•           Provide information regarding hotel amenities, restaurant operations, local attractions, and special events.

•           Manage reservations, room assignments, upgrades, and special guest requests.

•           Process room charges, payments, refunds, and adjustments accurately.

•           Ensure all billing instructions, invoices, direct bill accounts, and guest folios are accurate and complete.

•           Maintain reservation emails and respond to inquiries promptly.

•           Ensure wake-up calls, messages, and guest communications are handled efficiently.

•           Supervise daily front desk operations and ensure adherence to hotel policies and procedures.

•           Assist with hiring, onboarding, training, coaching, and development of front desk team members.

•           Monitor team performance and provide guidance, feedback, and corrective coaching as needed.

•           Create and maintain front desk schedules to ensure proper staffing coverage.

•           Ensure timekeeping and attendance records are accurate and compliant with company policies.

•           Serve as the primary point of contact for front desk staff during assigned shifts.

•           Coordinate effectively with Housekeeping regarding room status, guest requests, and room readiness.

•           Communicate maintenance issues and guest concerns to the Engineering department.

•           Keep front desk logbooks, shift reports, and operational records accurate and up to date.

•           Has a full understanding of the Revel POS system and can create checks, process payments, create gift cards, authorize voids and comps in the restaurant managers absence

•           Support banquet, group, and special event operations as necessary.

•           Accurately handle cash, credit card transactions, checks, and guest payments.

•           Monitor front desk inventory and ensure adequate supplies are available.

Knowledge, Skills, and Competencies:

•           Strong passion for hospitality and guest satisfaction.

•           Excellent verbal and written communication skills.

•           Strong decision-making and problem-solving skills.

•           Ability to remain calm and professional when handling guest concerns.

•           Ability to multitask and prioritize effectively in a fast-paced environment.

•           Strong attention to detail and organizational skills.

•           Knowledge of revenue management and upselling techniques preferred.

Physical Demands: Physical, Mental and Workplace Environment Conditions 

• Stand, sit and walk for varying lengths of time, often long periods of time.
• Lift approximately fifty (50) pounds of equipment or supplies on and off a cart, using safe lifting techniques.
• Good communication skills, both written and verbal, including in high pressure situations.
• Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening and hearing ability and visual ability.
• Direct evacuations in an emergency.

Working Conditions: Workplace Environment Conditions

• Normal Office Environment
• The noise level in this office is usually mild to moderate

Education and Experience:

• High school diploma and or equivalent
• Bilingual in Spanish a plus, however, not required
• We are willing to train the right candidate for the Front Desk Lead/Supervisor role who possesses strong hospitality skills and professionalism

We Offer:

• Competitive Salary 
• Comprehensive training 
• Medical Insurance 
• Paid Time Off policies
• Great Discount Program 
  And more!!! 

Visit us at https://www.genesis-hospitality.com/

Genesis Hospitality is part of Genesis Global Group and is an equal opportunity employer.