Guest Experience Supervisor

Omni Hotels & Spas•Boston, MA

2d•$34•Onsite

About The Position

The Guest Experience Supervisor owns the guest journey from the front drive through departure. The role leads the Guest Services team on shift, protects the arrival experience on high-volume convention days, and personally looks after Select Guests and VIPs. When a request falls outside Guest Services, the Supervisor refers it immediately to the right department manager and follows it through to closure. Hourly rate for this position: $34.18

Requirements

Two or more years of guest service experience in a high-contact luxury or upscale hotel, with front office or guest services experience strongly preferred.
Prior supervisory or lead experience, including training, coaching and directing a team on shift.
Proven ability to handle guest concerns calmly and turn a complaint into a positive outcome.
Ability to multitask in a fast-paced, high-volume environment and follow through on every request.
Service- and detail-oriented, with a friendly, approachable demeanor and strong problem-solving skills.
Clear, professional written and verbal communication skills.
Proficiency with hotel systems; experience with Medallia and loyalty programs is a plus.
Cash handling and multi-line phone experience.
Flexible availability, including early mornings, evenings, weekends and holidays.
Ability to stand for extended periods, work outdoors in all weather at the front drive, and lift up to 50 lbs.

Nice To Haves

Experience with Medallia and loyalty programs is a plus.

Responsibilities

Supervise daily Guest Services operations, including Bellpersons, Doorpersons, Concierge and the Loyalty Ambassador, with staffing matched to the daily arrival and group forecast.
Train and coach all Guest Services associates on MOS (Moments of Service), POE (Power of Engagement), the Select Guest program and Brand Standards.
Lead a daily pre-shift huddle on expected volume, VIPs, group arrivals, rooms out of order and garage capacity.
Recognize standout associates by name and build a collaborative, supportive, team-oriented department.
Assist in overseeing the Omni Cares Internship Program, including the summer pool reservation system.
Review daily arrivals, including VIPs, Select Guests, ESPs, special requests and group arrival times from Sales and Conference Services.
Hold every associate to the arrival standard: a greeting within 10 seconds, the car door opened, bag assistance offered, and the guest addressed by surname when known.
Keep the front drive moving through curb deployment, clear lanes and signage for valet, rideshare and self-park, and a dedicated door lead on convention days.
Ensure parking rates, package fees and deposit policies are quoted consistently and accurately by every associate.
Uphold luggage delivery time standards and a courteous, tagged and tracked bag storage process.
Deliver a strong departure with prompt car retrieval, bags loaded for the guest and a genuine farewell.
Serve as the point of contact for Select Guests and VIPs on hotel and program questions, and build lasting relationships with them.
Welcome Select Guests on arrival and ensure their needs are met throughout the stay.
Inspect guestrooms before VIP and Select Guest arrivals, confirming cleanliness and working HVAC, safe, outlets and water pressure with Housekeeping and Engineering if necessary.
Arrange Select Guest and special-occasion amenities through In-Room Dining, and maintain Select Guest amenity inventory.
Create personalized, memorable moments for guests at every opportunity.
Promote the Select Guest program to non-members and conduct monthly Loyalty meetings with relevant associates.
Resolve guest complaints promptly and professionally, using on-the-spot recovery tools within approved guidelines.
Track every reported issue through to closure so no guest has to report the same problem twice.
Escalate safety, health, billing and serious service concerns to Front Office Management immediately.
Communicate daily with Front Office Management each morning and evening, and maintain ongoing communication with all hotel departments.
Communicate clearly and professionally at every level of the organization.
Attend departmental and hotel meetings as assigned by the Director of Guest Experience.
Assist Front Office operations as needed, and perform other duties as assigned.
Maintain strong working knowledge of hotel systems to support training, troubleshooting and daily operations.
Use Medallia daily to review guest feedback, respond to guests, spot trends and share results and guest mentions with the team.
Ensure compliance with all Guest Services systems, controls, policies, procedures and standards.
Maintain confidentiality on internal hotel matters, which are never discussed with guests.
Complete all required Omni training programs and classes.