Assistant Guest Service Manager - Overnight

Stonebridge Hospitality Management

19d•Onsite

About The Position

The Assistant Guest Services Manager - Overnight oversees hotel operations during overnight hours, ensuring smooth operations, responding to guest inquiries, and supervising night staff. The role ensures accurate completion of the nightly audit while maintaining high standards of guest service and safety. It supports the Front Office Manager and supervises the front office team to maintain service standards, operational efficiency, and financial accuracy. The position works primarily indoors in the hotel's front office, lobby, and guest areas. It requires standing and walking for extended periods and occasionally lifting and carrying objects up to 20 pounds. A flexible schedule is required, including availability for evenings, weekends, and holidays. The role is full-time, reports to the Director of Front Office/Front Office Manager, and supervises Front Desk Team Members. The listed pay is $72,000.

Requirements

At least 2 years of front office or guest services supervisory experience in a hotel or hospitality environment.
Exposure to and familiarity with hotel night audit practices and procedures.
Strong leadership and supervisory skills, including the ability to manage a team effectively.
Excellent communication and interpersonal skills for interacting 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 professionally and promptly.
Experience with scheduling, training, and staff development.
Strong organizational skills and attention to detail.
Ability to handle complex situations with sound judgment and professionalism.
Basic understanding of financial reporting and night audit processes.
Ability to stand and walk for extended periods and occasionally lift and carry objects up to 20 pounds.
Availability for evenings, weekends, and holidays.

Responsibilities

Greet, check in, and allocate rooms to guests promptly and courteously.
Oversee compliance with check-in and check-out procedures and ensure guest information and billing details are accurate.
Respond to guest problems and complaints in a timely manner.
Perform nightly audits and ensure revenues, receipts, and ledgers are balanced.
Maximize room occupancy while adhering to the overbooking policy.
Maintain effective communication between shifts and coordinate with housekeeping or maintenance to resolve overnight guest issues.
Ensure guest charges are accurately entered and accounts are balanced daily.
Oversee and maintain cleanliness and order in front office areas.
Ensure overnight staff follow hotel service standards and policies.
Monitor security and act as the manager on duty/fire brigade leader during emergencies, ensuring compliance with safety protocols.
Support the Front Office Manager and supervise the front office team.