Navigator

Stonebridge; New York (NY); On-site; USD 34,095 - 48,560; Full time

Benefits offered by this job

Medical benefits

PTO

401(k) matching

Travel perks

Job summary

Stonebridge in New York, NY is seeking a Hotel Navigator to respond to guest requests with expert hospitality and personalized recommendations to maximize guest satisfaction. The role emphasizes courteous, proactive service and teamwork across Bell Desk, Business Center, and lobby operations.

The role requires a one-year certificate or equivalent experience, fluency in English, and familiarity with POS systems.

Qualifications

• Reading and comprehension of simple instructions, memos, and short correspondence.
• Ability to write simple correspondence.
• Ability to speak English fluently.
• Ability to interpret and perform basic computer and POS system functions.

Responsibilities

• Handles all guest interactions with hospitality and professionalism, accommodating special requests.
• Resolves customer inquiries about hotel services, hours, events, directions, and staff.
• Responds to guest requests promptly; makes recommendations based on local knowledge and practices.
• Processes packages, faxes, messages, and mail accurately and timely.
• Updates and shares information on local restaurants, museums, and attractions.

Skills

Customer service

Communication

English fluency

Reading comprehension

Writing skills

Education

Certificate or short-term experience

Tools

POS system

Job description

City, State:

New York, New York

Rate of Pay:

$30 per hour

Job Overview

The Navigator will respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction.

Essential Duties and Responsibilities

• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
• Assures that collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
• Acts as a resource and knows what activities are available in the city (theater, sports, concerts, shows, special exhibits, sightseeing) and assists guests in these areas in order to provide information, ticketing, and reservations for guests.
• Effectively communicates with all other departments to coordinate and insure that guest requests and expectations are met.
• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Bell Desk, Business Center, and lobby coverage.
• Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.
• Performs other duties as assigned by supervisor.

Desired Competencies, Work Skills, And Knowledge

Associate demonstrates a high QUALITY of work

• Demonstrates accuracy and thoroughness.
• Monitors own work to ensure quality.
• Provides the best possible service to clients and customers.

Associate demonstrates acceptable PRODUCTIVITY standards

• Meets or exceeds productivity standards.
• Produces adequate volume of work efficiently in a specific time.

Associate Demonstrates Excellent CUSTOMER SERVICE SKILLS

• Responds to requests for service and assistance.
• Demonstrates the desire and ability to provide high quality service to both internal and external customers.
• Solicits customer feedback to improve service.

Associate demonstrates INITIATIVE

• Asks for and offers help when needed.
• Includes appropriate people in decision-making.

Associate demonstrates ACCOUNTABILITY for their job performance

• Takes responsibility for own actions.
• Performs work with little or no supervision; works independently.
• Can be relied upon regarding task completion and follow up.

Education and Experience Requirements

• One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

Qualifications

• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to speak English fluently.
• Ability to interpret and perform basic computer and POS system functions.

Work Environment

• Indoor work environment
• May be exposed to and use of cleaning chemicals throughout the shift
• Minimal to moderate noise levels consistent with hotel environment

Physical Demands

During the course of performing the physical demands of this position, associates are expected to observe and adhere to safety and security procedures, promoting a safe work environment.

The physical activity normally entails the following attributes.

• Stand more than 2/3 of the time
• Walk less than 1/3 of the time
• Sit less than 1/3 of the time
• Lift up to 15 lbs
• Push / pull up to 10 pounds

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: 2026-07-07.

Benefits

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.