Front Desk Lead/Supervisor - Peacock Inn Hotel

Genesis Global Group•Princeton, NJ

2d•Onsite

About The Position

The Front Desk Lead/Supervisor oversees front desk operations at The Peacock Inn, a 16-room boutique hotel in downtown Princeton, New Jersey, while serving as a leader and role model for the guest services team. The role focuses on personalized guest service, smooth daily operations, and coaching and developing team members. The hotel is part of the Ascend Hotel Collection and Genesis Hospitality & Dining. The position handles guest check-in and check-out, requests and concerns, reservations, room assignments, payments, billing, and guest communications. It supervises and supports front desk staff, coordinates with Housekeeping and Engineering, maintains operational records and inventory, and assists with banquet, group, and special event operations. The role also requires proficiency with the Revel POS system to perform restaurant transactions and related functions when the restaurant manager is absent. The work environment is described as a normal office environment with mild to moderate noise. Physical activities include standing, sitting, walking, lifting approximately 50 pounds, repetitive motions, pushing and pulling, and directing evacuations in an emergency.

Requirements

High school diploma or equivalent.
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.
Ability to perform the physical activities described, including lifting approximately 50 pounds and standing, sitting, and walking for varying lengths of time.

Nice To Haves

Bilingual Spanish skills; not required.
Knowledge of revenue management and upselling techniques.
Prior hospitality experience; the employer is willing to train the right candidate who has strong hospitality skills and professionalism.

Responsibilities

Greet guests professionally and courteously during check-in and check-out.
Respond promptly to guest inquiries, requests, concerns, and complaints, and ensure timely resolution.
Provide information about 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 billing instructions, invoices, direct bill accounts, and guest folios are accurate and complete.
Maintain reservation emails and respond promptly to inquiries.
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.
Maintain accurate and compliant timekeeping and attendance records.
Serve as the primary point of contact for front desk staff during assigned shifts.
Coordinate with Housekeeping regarding room status, guest requests, and room readiness.
Communicate maintenance issues and guest concerns to the Engineering department.
Maintain accurate and up-to-date front desk logbooks, shift reports, and operational records.
Use the Revel POS system to create checks, process payments, create gift cards, and authorize voids and comps when the restaurant manager is absent.
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.