Assistant Guest Service Manager

Stonebridge Hospitality Management•New York, NY

10h•Onsite

About The Position

The Assistant Guest Service Manager supports the Front Office team by overseeing daily operations, ensuring a seamless guest experience, and resolving guest concerns. The 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. It supervises Front Desk Team Members and reports to the Guest Services Manager. The position is based primarily indoors at the hotel front desk and guest areas. It requires standing and walking for extended periods and occasionally lifting and carrying objects up to 20 pounds. A flexible schedule, including availability for evenings, weekends, and holidays, is required to meet guest service needs. Reasonable accommodations may be made for qualified individuals with disabilities to perform essential duties.

Requirements

At least 2 years of experience in a guest service or front desk supervisory role, preferably in a hotel or hospitality setting.
Proficiency with property management systems and Microsoft Office, including Word, Excel, and PowerPoint.
Strong leadership and communication skills for supervising staff and interacting with guests.
Excellent problem-solving skills and the ability to resolve guest issues efficiently.
Strong organizational skills and the ability to manage multiple tasks and priorities.
Ability to work well under pressure in a fast-paced environment.
Availability for a flexible schedule, including evenings, weekends, and holidays.
Ability to stand and walk for extended periods.
Ability to occasionally lift and carry objects up to 20 pounds.

Nice To Haves

Experience with guest loyalty programs and VIP guest handling.

Responsibilities

Assist the Guest Service Manager in overseeing daily front desk operations and ensuring smooth, efficient service.
Supervise and support front desk agents, bell staff, and concierge, ensuring adherence to service standards.
Respond to guest inquiries, concerns, and complaints and provide timely, 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 through surveys and guest feedback, addressing issues promptly.
Assist with room inventory management and coordinate 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 during peak periods.
Monitor and manage guest loyalty programs, supporting enrollment and engagement.
Assist with VIP arrivals and special requests to provide personalized guest experiences.
Communicate regularly with the Guest Service Manager about operational updates and guest service challenges.