Guest Experience Supervisor - Front Desk

Stonebridge Companies; New York (NY); On-site; USD 65,000 - 68,000; Full time

Job summary

Stonebridge Companies in New York City is seeking an Assistant Guest Service Manager to support the Front Office team and oversee daily operations at the Made Hotel front desk. You will supervise front desk staff and concierge, resolve guest concerns, and collaborate with the Guest Service Manager to uphold service standards.

The role requires 2+ years in guest service or front desk supervision within hospitality.

Qualifications

• 2+ years in a guest service or front desk supervisory role, hotel hospitality background preferred.
• Proficiency with property management systems and Microsoft Office.
• Strong leadership and communication skills to supervise staff and interact with guests.
• Excellent problem-solving skills and ability to resolve guest issues efficiently.
• Strong organizational skills with 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 ensure smooth, efficient service.
• Supervise front desk agents, bell staff, and concierge to maintain 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 provide ongoing coaching to front office staff.
• Monitor guest satisfaction through surveys and feedback, addressing issues promptly.
• Assist with room inventory management and coordination of room assignments.
• Coordinate with housekeeping, maintenance, and other departments for timely turnovers.
• Manage front desk scheduling and staffing levels during peak periods.
• Monitor and manage guest loyalty programs enrollment and engagement.
• Assist with VIP arrivals and special requests to ensure personalized experiences.

Skills

Front desk supervision

Property management systems

Microsoft Office

Leadership & communication

Guest issue resolution

Organizational skills

VIP guest handling

Tools

Property management systems

Microsoft Office

Job description

Stonebridge Companies in New York City is seeking an Assistant Guest Service Manager to support the Front Office team and oversee daily operations at the Made Hotel front desk. You will supervise front desk staff and concierge, resolve guest concerns, and collaborate with the Guest Service Manager to uphold service standards.

The role requires 2+ years in guest service or front desk supervision within hospitality.