Assistant Guest Service Manager

About the role

• City, State: Montclair, New Jersey
• Title: Assistant Guest Service Manager
• Location: Montclair, New Jersey
• FLSA: Exempt

Status: full-time,

Reports to: Guest Service Manager

Supervises: Front Desk Team Members

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.

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.