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.