Assistant Guest Service Manager

Stonebridge Hospitality Management • New York, NY

12d • Onsite

About The Position

The Assistant Guest Service Manager supports the Front Office team by overseeing daily operations, ensuring a seamless guest experience, and resolving guest concerns. This role assists with managing the front desk and guest relations, working closely with the Operations Manager and Front Office Manager to maintain high standards of service and hospitality.

Requirements

• 2+ years of experience in a guest service or front desk supervisory role, preferably in a hotel or hospitality setting.
• Proficiency in using property management systems and Microsoft Office (Word, Excel, PowerPoint).
• Strong leadership and communication skills to supervise staff and interact with guests.
• Excellent problem-solving skills and the ability to resolve guest issues efficiently.
• Strong organizational skills, with the ability to manage multiple tasks and priorities.
• Ability to work well under pressure in a fast-paced environment.

Nice To Haves

• Experience with guest loyalty programs and VIP guest handling is preferred.

Responsibilities

• Assist the Operations Manager and Front Office Manager in overseeing daily front desk operations, ensuring smooth and efficient service.
• Supervise and support front desk agents ensuring adherence to service standards.
• Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied.
• Ensure all staff members are present for their shift and are in compliance with our employee handbook guidelines for appearance and uniform standards.
• Collaborate with Housekeeping, Engineering, Sales and Food & Beverage to meet guest expectations
• Train, coach, and motivate team members for consistent service excellence
• Respond to guest inquiries, concerns, and complaints, providing timely and effective solutions.
• Ensure daily checklists, shift reports, and cash handling procedures are completed accurately and timely
• Ensure the accuracy of guest billing, reservations, and room assignments.
• Train new team members and provide ongoing coaching to front office staff.
• Monitor guest satisfaction levels through surveys and guest feedback, addressing any issues promptly.
• Assist with the management of room inventory and the coordination of room assignments.
• Coordinate with housekeeping, maintenance, and other departments to ensure timely room turnovers and guest satisfaction.
• Assist the managers with the front desk schedule and ensure adequate staffing levels during peak periods.
• Assist the Front Office Manager with staff performance issues in compliance with company policies and procedures
• Monitor and manage guest loyalty programs, ensuring enrollment and engagement.
• Assist with handling VIP arrivals and special requests to ensure personalized guest experiences.
• Collaborate with the Front Office Managers and other Department leaders on ways to continually improve departmental service.
• Maintain good communication and working relationships with all hotel departments.
• Maintain regular communication with the Guest Service Manager regarding operational updates and any guest service challenges.
• Perform other duties as requested by management.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Benefits

• Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees