Senior Front Desk Agent - Peacock Inn Hotel

Genesis Hospitality•Princeton, NJ

11d•Onsite

About The Position

The Senior Front Desk Agent oversees daily front desk operations at The Peacock Inn, a 16-room boutique hotel in downtown Princeton, New Jersey. The role provides personalized guest service while acting as a leader and role model for the guest services team. The Senior Front Desk Agent supports front desk staffing, training, and performance, coordinates with other hotel departments, and assists with restaurant, banquet, group, and special event operations as needed. The role also requires familiarity with the Revel POS system and accurate handling of guest reservations, communications, billing, and payments.

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 meet the physical demands of the role, including standing, sitting, walking, repetitive motions, grasping, writing, pulling, pushing, and lifting approximately 50 pounds using safe lifting techniques.
Ability to direct evacuations in an emergency.

Nice To Haves

Bilingual Spanish skills are a plus but are not required.
Knowledge of revenue management and upselling techniques is preferred.
Experience in hospitality is welcomed, though 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 to inquiries promptly.
Handle wake-up calls, messages, and guest communications efficiently.
Supervise daily front desk operations and ensure adherence to hotel policies and procedures.
Assist with hiring, onboarding, training, coaching, and developing 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, create gift cards, and authorize voids and comps when restaurant managers are 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.