Front Desk Lead/Supervisor - Peacock Inn Hotel

About the role

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.

Responsibilities

• 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 manager's 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.

Skills

• 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

• 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

Normal office environment. The noise level in this office is usually mild to moderate.

Requirements

• High school diploma 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.

Benefits

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