Guest Services Supervisor

Job Overview

Title: Guest Services Supervisor

Location: New York, NY

FLSA: Non-Exempt

Employment Type: Full-Time

Reports To: Front Office Manager

Pay Range: $24.00 - $26.00 per hour

The Guest Services Supervisor assists the Guest Service Manager by overseeing the responsibilities of the Front Office staff, ensuring guests are serviced professionally and competently.

• Work with Guest Services Manager to train and monitor front office staff.
• Monitor Guest Service Scores daily and take action to improve guest satisfaction through training, coaching and problem resolution.
• Communicate with Engineering Department regarding any maintenance requests from guests.
• Communicate with Housekeeping Department regarding guest rooms and requests.
• Maintain complete working knowledge of the software system, including all daily transactions and those performed infrequently.
• Assist with reservations and check guests in and out of the hotel; post all charges appropriately.
• Handle checks and credit cards received from guests for payment of hotel charges.
• Know all room rates and various charge posting procedures.
• Assist Guest Service Manager by handling special requests, group blocking, and unusual circumstances.
• Maintain regular attendance, arrive on time, and observe prescribed work, break and meal periods in compliance with standards.
• Maintain high standards of personal appearance and grooming, complying with the dress code.
• Perform any other duties as requested by supervisor.

• Quality of Work
  • Demonstrate accuracy and thoroughness; monitor own work to ensure quality; provide best possible service to clients and customers.
• Productivity
  • Meet or exceed productivity standards; produce adequate volume of work efficiently within a specific timeframe.
• Customer Service Skills
  • Respond to requests for service and assistance; demonstrate desire and ability to provide high quality service to both internal and external customers; solicit customer feedback to improve service.
• Initiative
  • Ask for and offer help when needed; include appropriate people in decision-making.
• Accountability
  • Takes responsibility for own actions; performs work with little or no supervision; works independently; reliable regarding task completion and follow up.

Bachelor's degree (B.A.) from a four-year college or university; or one to two years of related experience and/or training; or equivalent combination of education and experience.

• Flexibility to work nights and weekends.
• Read and write fluent English; read and comprehend simple instructions, short correspondence, and memos; write simple correspondence.
• Ability to interpret and perform basic computer and POS system functions.
• Knowledge of Outlook, Word and Excel.

Position will supervise front desk staff, in conjunction with the Guest Service Manager.

Indoor work environment with minimal to moderate noise levels consistent with hotel environment.

• Stand more than 2/3 of the time.
• Walk more than 2/3 of the time.
• Sit less than 1/3 of the time.
• Lift up to ten pounds.
• Push / pull up to ten pounds.

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.