Guest Services Supervisor

Stonebridge Companies; New York (NY); On-site; USD 28,000 - 40,000; Full time

Job summary

Stonebridge Companies in New York, NY is seeking a Guest Services Supervisor to oversee daily front office operations, including guest reception, reservations, and telephone services, ensuring guest satisfaction.

You will supervise the front office team, enforce service standards, manage check-in/check-out, and collaborate with housekeeping and reservations to optimize occupancy and accuracy.

Qualifications

• 2+ years of front office or guest services supervisory experience in hotel/hospitality.
• Strong leadership and supervisory skills with the ability to manage a team.
• Excellent communication and interpersonal skills with guests, staff, and management.
• Proficiency with property management systems, reservations, and check-in/check-out processes.
• Ability to handle guest issues and resolve complaints professionally and promptly.
• Experience with scheduling, training, and staff development.
• Strong organizational skills and attention to detail in front office operations.

Responsibilities

• Greet, check in, and assign rooms promptly and courteously.
• Oversee check-in procedures and accurate guest information and billing.
• Address guest problems or complaints in a timely manner.
• Maintain front office standards and communicate with housekeeping and other departments.
• Ensure accurate guest charges and daily balance reconciliations.
• Supervise check-out processes and expedite departures.
• Oversee luggage delivery and front office cleanliness and order.
• Conduct performance evaluations and identify training needs.

Skills

Leadership

Communication

PMS knowledge

Staff scheduling

Guest relations

Problem solving

Tools

Property Management System (PMS)

Job description

City, State: New York, New York Pay Rate: 24.50 Title: Guest Services Supervisor Location: New York, New York FLSA: Non-Exempt Status: Full-time Reports to: Front Office Manager Supervises: Front Office Department Pay Range: $24.50

Job Summary

The Guest Services Supervisor is responsible for overseeing daily front office operations, including guest reception, reservations, and telephone services, ensuring a high level of guest satisfaction. This role supports the Front Office Manager and supervises the front office team to maintain established service standards and operational efficiency.

Essential Functions and Duties

• Ensure that guests are greeted, checked in, and allocated rooms promptly and courteously.
• Oversee adherence to check-in procedures, ensuring accurate guest information and billing details.
• Be available to handle guest problems or complaints in a timely manner.
• Ensure rooms are maintained to the company’s established standards.
• Maximize room occupancy while adhering to the overbooking policy.
• Maintain effective communication between reservations, front office, and other departments such as housekeeping.
• Ensure that all guest charges are accurately entered and that accounts are balanced daily.
• Supervise and expedite the check-out process for departing guests.
• Ensure efficient delivery and collection of luggage to and from guest rooms.
• Oversee and maintain cleanliness and order in all front office areas.
• Conduct performance evaluations and identify training needs for front office staff.
• Act as Duty Manager when required and attend management meetings as necessary.

Required Experience, Education, and Skills

• 2+ years of front office or guest services supervisory experience in a hotel or hospitality environment.
• Strong leadership and supervisory skills with the ability to manage a team effectively.
• Excellent communication and interpersonal skills to interact with guests, staff, and management.
• Proficiency in property management systems, reservations, and check-in/check-out processes.
• Ability to manage guest issues and resolve complaints in a professional and timely manner.
• Experience with scheduling, training, and staff development.
• Strong organizational skills with attention to detail to ensure smooth front office operations.
• PEP experience preferred.

Work Environment

Primarily an indoor role, working in the front office, lobby, and guest areas of the hotel.

Must be able to stand and walk for extended periods while overseeing front office operations and assisting guests.

Must be able to lift and carry objects up to 20 lbs. occasionally.

Flexible schedule, including availability for evenings, weekends, and holidays, to accommodate guest needs and operational requirements.

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: 2026-10-07 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.

We are visionaries in the hospitality industry, fueled by innovation and precision, and guided by our core values, which are Courage, Vigilance, Collaboration, Passion, Creativity, and Empowerment.

As a privately owned hotel management company, we are committed to providing experiences and opportunities for our guests to create lifelong memories through travel. Managing a portfolio of over 160 hotels across the United States, we offer extensive growth opportunities for our partners and investors, and exceptional hospitality career opportunities for our team members.

All Stonebridge openings are projected to close within 30 days of the original posting date. 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.