Assistant Guest Service Manager

Stonebridge Companies; New York (NY); On-site; USD 65,000 - 79,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

PTO

401(k) matching

Wellness program

Life insurance

Disability insurance

Savings accounts

Tuition assistance

Travel perks

Job summary

Stonebridge Companies in New York City is seeking an Assistant Guest Service Manager to support the Front Office team, oversee daily operations, and ensure a seamless guest experience. Reporting to the Guest Services Manager, you will supervise front desk staff, manage room assignments, handle guest inquiries and VIP requests, and coordinate with housekeeping and maintenance.

This full-time, exempt role requires 2+ years in guest service supervision and proficiency with property management

Qualifications

• 2+ years in guest service supervisory role.
• Experience with PMS and MS Office.
• Strong leadership and communication skills.
• Ability to work under pressure in a fast-paced hotel environment.

Responsibilities

• Oversee daily front desk operations with the Guest Service Manager.
• Supervise front desk agents, bell staff, and concierge.
• Respond to guest inquiries and resolve concerns promptly.
• Ensure accuracy of billing, reservations, and room assignments.
• Train new team members and coach staff.
• Monitor guest satisfaction and address issues.
• Coordinate with housekeeping and maintenance for timely turnovers.
• Manage front desk scheduling and staffing.
• Oversee guest loyalty programs enrollment.
• Assist VIP arrivals and special requests.

Skills

Staff supervision

Guest relations

Communication

Problem solving

Organizational skills

Time management

Tools

Property management system

Microsoft Office

Job description

# City, State:
New York, New York

Title: Assistant Guest Service Manager

Location: NYC, NY

FLSA: Exempt

Status: Full-time

Reports to: Guest Services Manager

Supervises: Front Desk Team Members

Pay Range: $72,000 year

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.

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:
2026-10-14

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.

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.