Front Desk Lead/Supervisor - Lambertville Station Inn Hotel

Genesis Hospitality•Lambertville, NJ

About The Position

The Front Desk Lead/Supervisor at Lambertville Station Inn oversees daily front desk operations and helps ensure an exceptional guest experience. This hands-on position provides leadership, training, and support to front desk team members while assisting guests professionally and courteously. The role is responsible for accurate reservations, billing, and payment processing; resolving guest concerns; and coordinating with other departments to support smooth hotel operations. Guest satisfaction is the primary focus. Previous supervisory experience is preferred, but the employer is willing to train a candidate with strong hospitality skills and leadership potential. The position also supports restaurant POS operations when the restaurant manager is absent, and assists with banquet, group, and special event operations as needed. The work takes place in a normal office environment with mild to moderate noise. Physical demands include standing, sitting, and walking for varying and sometimes extended periods; lifting approximately 50 pounds; and performing tasks involving grasping, writing, repetitive motions, pulling, and pushing. The role requires communication and sensory abilities 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 stand, sit, and walk for varying lengths of time, often for long periods.
Ability to lift approximately 50 pounds of equipment or supplies on and off a cart using safe lifting techniques.
Ability to perform tasks involving grasping, writing, repetitive motions, pulling, and pushing.
Communication, listening, hearing, and visual abilities, including communication in high-pressure situations.

Nice To Haves

Previous supervisory experience; the employer is willing to train a suitable candidate with hospitality skills and leadership potential.
Knowledge of revenue management and upselling techniques.
Bilingual Spanish skills.

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.
Ensure timekeeping and attendance records are accurate and comply with company policies.
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 current front desk logbooks, shift reports, and operational records.
Use the Revel POS system to create checks, process payments and gift cards, and authorize voids and comps in the restaurant manager’s absence.
Support banquet, group, and special event operations as needed.
Accurately handle cash, credit card transactions, checks, and guest payments.
Monitor front desk inventory and ensure adequate supplies are available.
Direct evacuations in an emergency.