Assistant Guest Service Manager - Overnight

City, State:

Title: Assistant Guest Service Manager - Overnight

Location: New York, NY

FLSA: Exempt

Status: Full-time

Reports to: Director of Front Office/Front Office Manager

Supervises: Front Desk Team Members  

Pay Range: $72,000

Job Summary: The Assistant Guest Services Manager - Overnight is responsible for overseeing the hotel during the overnight hours, ensuring smooth operations, handling guest inquiries, and supervising the night staff. This role ensures the accurate completion of the nightly audit while maintaining the highest level of guest service and safety throughout the night This role supports the Front Office Manager and supervises the front office team to maintain established service standards, operational efficiency, and financial accuracy.

Essential Functions and Duties:

• Ensure that guests are greeted, checked in, and allocated rooms promptly and courteously.
• Oversee adherence to check-in and check-out procedures, ensuring accurate guest information and billing details.
• Be available to handle guest problems or complaints in a timely manner.
• Perform nightly audits, ensuring all revenues, receipts, and ledgers are balanced
• Maximize room occupancy while adhering to the overbooking policy.
• Maintain effective communication between shifts and liaise with housekeeping or maintenance to resolve overnight guest issues.
• Ensure that all guest charges are accurately entered and that accounts are balanced daily.
• Oversee and maintain cleanliness and order in all front office areas.
• Ensure that all overnight staff adhere to the hotel's service standards and policies.
• Monitor Security and act as the MOD/fire brigade leader during emergency situations and ensure compliance with safety protocols.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Required Experience, Education, and Skills:

• 2+ years of front office or guest services supervisory experience in a hotel or hospitality environment.
• Exposure and familiarity with hotel night audit practices and procedures.
• Strong leadership and supervisory skills with the ability to manage a team effectively.
• Excellent communication and interpersonal skills to interact 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 in a professional and timely manner.
• Experience with scheduling, training, and staff development.
• Strong organizational skills with attention to detail to ensure smooth front office operations.
• Ability to handle complex situations with sound judgment and professionalism.
• Basic understanding of financial reporting and night audit processes.

Work Environment:

• Primarily an indoor role, working in the front office, lobby, and guest areas of the hotel.
• Must be able to stand and walk for extended periods while overseeing front office operations and assisting guests.
• Must be able to lift and carry objects up to 20 lbs. occasionally.
• Flexible schedule, including availability for evenings, weekends, and holidays, to accommodate guest needs and operational requirements.

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 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:

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.