Rooms Guest Service - Guest Services Supervisor

Omni Hotels & Resorts•New Haven, CT

3d•Onsite

About The Position

The Guest Services Supervisor is a leadership role designed to elevate the guest experience by combining proactive service, operational oversight, and loyalty-focused engagement. This position serves as a key on‑property leader, supporting front desk and guest services operations while acting as a point of contact for elevated guest needs, including loyalty members and VIPs. In the absence of senior leadership, the Guest Services Supervisor assists in maintaining service standards, operational continuity, and guest satisfaction. No job description can encompass every duty that may be requested by guests or required by the hotel. The objective of this position is to personally deliver exceptional service or ensure requests are promptly referred to the appropriate department.

Requirements

Leadership role designed to elevate the guest experience
Proactive service, operational oversight, and loyalty-focused engagement
Key on-property leader supporting front desk and guest services operations
Point of contact for elevated guest needs, including loyalty members and VIPs
Assist in maintaining service standards, operational continuity, and guest satisfaction in the absence of senior leadership
Personally deliver exceptional service or ensure requests are promptly referred to the appropriate department
Supervise, coach, and support Front Office and Guest Services associates
Assist with training new associates and reinforcing brand, service, and loyalty standards
Promote loyalty program awareness among guests and associates
Support ongoing service initiatives and departmental goals
Act as Manager on Duty when assigned
Follow and execute shift checklists and operational procedures
Assist with special projects or duties as assigned by Front Office leadership

Nice To Haves

Experience in hospitality
Experience in a supervisory role

Responsibilities

Maintain a strong lobby presence during peak arrival and departure periods by consistently walking the lobby, greeting guests, welcoming arrivals, and engaging with departing guests to ensure a warm and professional first and last impression of the hotel.
Deliver personalized guest experiences by proactively contacting guests before arrival to assist with special requests, preferences, and celebrations.
Serve as a primary on-property point of contact for VIPs and loyalty guests, ensuring recognition and seamless service throughout their stay.
Review arrival reports, guest history, and special requests to prepare for incoming guests.
Coordinate room assignments to meet guest expectations and operational needs.
Create memorable “WOW” moments through thoughtful service recovery and personalized touches.
Conduct guestroom inspections before VIP or special arrivals when applicable.
Supervise daily Front Desk and Guest Services operations to ensure timely, courteous, and professional service.
Ensure all arriving and departing guests are treated with maximum courtesy and efficiency.
Assist Front Desk, Reservations, and Guest Services teams during peak business periods.
Maintain strong communication with Housekeeping, Engineering, Reservations, and other departments to ensure service alignment.
Be alert to potential service issues or operational concerns and make on-the-spot corrections when possible.
Participate in resolving guest complaints and service recovery efforts.
Supervise, coach, and support Front Office and Guest Services associates.
Assist with training new associates and reinforcing brand, service, and loyalty standards.
Promote loyalty program awareness among guests and associates.
Support ongoing service initiatives and departmental goals.
Act as Manager on Duty when assigned, supporting hotel operations in the absence of department leadership.
Follow and execute shift checklists and operational procedures.
Assist with special projects or duties as assigned by Front Office leadership.