Assistant Guest Service Manager

Stonebridge Companies; Montclair (NJ); On-site; USD 60,000 - 65,000; Full time

Job summary

Stonebridge Companies in Montclair, New Jersey, is seeking an Assistant Guest Service Manager to lead the front office team and ensure exceptional guest experiences. You will supervise front desk agents, bell staff, and concierge, coordinate with housekeeping, and work with the Guest Service Manager to maintain accurate billing, room assignments, and guest relations in a fast-paced hotel environment.

Eagerness to provide personalized service, handle VIP requests, and optimize loyalty program

Qualifications

• 2+ years of guest service or front desk supervisory experience.
• Proficiency with property management systems (PMS) and Microsoft Office.
• Strong leadership and communication skills for supervising staff.
• Excellent problem-solving and guest-relations abilities.

Responsibilities

• Oversee daily front desk operations to ensure smooth guest experiences.
• Supervise front desk agents, bell staff, and concierge while enforcing service standards.
• Respond to guest inquiries and resolve complaints promptly.
• Manage guest billing, reservations, and room assignments for accuracy.
• Coordinate with housekeeping and other departments to optimize turnovers.

Skills

Leadership

Guest service

PMS software

MS Office

Staff supervision

Problem solving

Organizational skills

Tools

PMS software

Microsoft Office

Job description

## Assistant Guest Service ManagerApplylocations: MC Hotel - New Jerseytime type: Full timeposted on: Posted Todayjob requisition id: R0032437# **City, State:**Montclair, New Jersey**Title:** Assistant Guest Service Manager**Location:** *Montclair, New Jersey***FLSA:** *Exempt***Status:***full-time,***Reports to:** **Front Office Manager****Supervises:** Front Desk Team Members**Pay Range: $60,000-65,000 Salary****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 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. Must be flexible availability, including evenings, weekends and holidaysEqual 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.