Assistant Guest Service Manager

Stonebridge Companies; Montclair (NJ); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

PTO

401(k) matching

Wellness support

Life and disability coverage

Travel and lodging perks

Job summary

Stonebridge Companies is seeking an Assistant Guest Service Manager in Montclair, NJ to support daily front desk operations and guest relations. You will supervise front desk staff, bell staff, and concierge while ensuring seamless billing, reservations, and room assignments.

Training and coaching will be provided to maintain high hospitality standards. You will monitor guest satisfaction, coordinate with housekeeping and maintenance, and assist with VIP arrivals and special requests to create

Qualifications

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

Responsibilities

• Oversee daily front desk operations and assist the Guest Service Manager.
• Supervise front desk agents, bell staff, and concierge to ensure service standards.
• Respond to guest inquiries, concerns, and complaints with timely solutions.
• Ensure accuracy of guest billing, reservations, and room assignments.
• Train new team members and coach front office staff.
• Monitor guest satisfaction and address issues promptly.
• Coordinate room inventory and assignments; support housekeeping and maintenance.
• Manage front desk schedule and staffing for peak periods.
• Support loyalty program enrollment and guest engagement.
• Assist with VIP arrivals and special requests for personalized experiences.

Skills

Guest service supervision

Leadership

Communication

Problem solving

Organizational skills

Guest relations

Tools

PMS system

MS Office

Job description

City, State:Montclair, New JerseyTitle: Assistant Guest Service ManagerLocation: Montclair, New JerseyFLSA: ExemptStatus: full-time,Reports to: Guest Service ManagerSupervises: Front Desk Team MembersPay Range: $50k-$60 SalaryJob 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 Guest Service Manager to maintain high standards of service and hospitality.Essential Functions and Duties:Assist the Guest Service Manager in overseeing daily front desk operations, ensuring smooth and efficient service.Supervise and support front desk agents, bell staff, and concierge, ensuring adherence to service standards.Respond to guest inquiries, concerns, and complaints, providing timely and effective solutions.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.Manage the front desk schedule and ensure adequate staffing levels during peak periods.Monitor and manage guest loyalty programs, ensuring enrollment and engagement.Assist with handling VIP arrivals and special requests to ensure personalized guest experiences.Maintain regular communication with the Guest Service Manager regarding operational updates and any guest service challenges.Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.Required Experience, Education, and Skills: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.Work Environment: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.Other Duties: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, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from:2026-10-22Stonebridge 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.It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.