Assistant Guest Service Manager

Overview

City, State:
New York, New York

Location:

New York, NY

FLSA:
Exempt

Status: full-time

Reports to:

Operations Manager

Supervises:
Front Desk Team Members

Pay Range: $66,300 - $70,000 annually

Job Summary:

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.

• 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.

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

• Primarily an indoor role, based at the front desk and guest areas of the hotel.
• Must be able to stand and walk for extended periods while overseeing guest services and assisting staff.
• Must be able to lift and carry objects up to 20 lbs. occasionally.
• Flexible schedule, including availability for evenings, weekends, and holidays to meet guest service needs.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity:
Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age,…