Assistant Guest Service Manager

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

Job summary

Stonebridge is seeking an Assistant Guest Service Manager in NYC to oversee daily front desk operations, supervise agents, and ensure a seamless guest experience. You will work closely with the Guest Service Manager to maintain high service standards.

Responsibilities include handling inquiries, coordinating with housekeeping and maintenance, managing room assignments, and coaching staff. A 2+ year hospitality background and proficiency with PMS and MS Office are expected.

Qualifications

• 2+ years in guest service or front desk supervisory role.
• Experience with property management systems and Microsoft Office.
• Strong leadership and communication skills to supervise staff and interact with guests.
• Excellent problem-solving and organizational abilities.

Responsibilities

• Oversee daily front desk operations and ensure smooth service.
• Supervise front desk agents, bell staff, and concierge to meet standards.
• Respond to guest inquiries and resolve issues promptly.
• Ensure accuracy of billing, reservations, and room assignments.
• Train new team members and coach front office staff.
• Monitor guest satisfaction and address concerns.
• Coordinate room inventory and assignments with housekeeping.
• Manage front desk scheduling and staffing during peak times.
• Oversee guest loyalty programs and VIP handling.
• Support VIP arrivals and special requests for personalized service.
• Maintain communication with the Guest Service Manager about operations.

Skills

Guest service

Front desk supervision

PMS proficiency

MS Office

Communication

Problem solving

Organization

Tools

Microsoft Word

Microsoft Excel

PowerPoint

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, and 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.