Front Desk Lead & Guest Experience Supervisor

Job Summary : The Senior Front Desk Agent at Lambertville Station Inn is responsible for overseeing daily front desk operations and ensuring an exceptional guest experience. This hands-on role provides leadership, training, and support to front desk team members while assisting guests with professionalism and courtesy. The Senior Front Desk Agent ensures accurate reservations, billing, and payment processing, resolves guest concerns, and works closely with other departments to maintain smooth hotel operations. Guest satisfaction is the primary focus of this position. Previous supervisory experience is preferred; however, we are willing to train the right candidate who demonstrates strong hospitality skills and leadership potential. 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 Offer: Competitive Salary Comprehensive training Medical Insurance Paid Time Off policies Great Discount Program And more!!! Visit us at Genesis Hospitality is part of Genesis Global Group and is an equal opportunity employer. #J-18808-Ljbffr Genesis Hospitality and Dining LLC