Assistant Guest Service Manager

City State:

Title: Assistant Guest Service Manager

Location: Made Hotel New York City

FLSA: Exempt/Non-Exempt

Status: Full Time

Reports to: Assistant General Manager

Supervises: Front Desk Team Members

Pay Range: $65000-$68000

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 positions 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:

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.

Required Experience:

Manager