Guest Experience Supervisor

Omni Boston Hotel at the Seaport

DON'T JUST FOLLOW TRENDS. SET THEM AT THE OMNI BOSTON HOTEL AT THE SEAPORT

We don't do cookie-cutter. At Omni, we look for individuals who bring fresh perspectives, bold ideas, and their authentic selves to the team every single day. You won't be asked to conform-you'll be encouraged to stand out.

While we celebrate individual artistry, however, we win as a team. Our shared mission depends on trust, collaboration, and a dedication to uplifting the entire Omni family.

Grab the reins and help design the future of the Seaport's most vibrant destination. For us, creativity isn't a department - it's a mindset. It's woven into everything we do and embodied by everyone who walks through our doors. Performance realities will always exist, but we view those constraints as a creative challenge to push past, never a limit.

The Omni Boston Hotel at the Seaport is a AAA Four Diamond destination located in the heart of the bustling Seaport District. The property boasts 1,054 beautifully appointed guest rooms (including 52 suites), seven unique dining experiences, a scenic rooftop pool, the luxury Breve Spa, and over 100,000 square feet of state-of-the-art event space.

Bring your passion to a team voted one of the "Best Places to Work" by the Boston Business Journal!

Position Overview:

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

Key Responsibilities:
Team leadership and development
• 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.
Arrival, front drive and departure
• 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.
Select Guest and VIP care
• 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.
Service recovery
• 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.
Communication and coordination
• 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.
Systems, standards and guest feedback
• 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.
Qualifications:
• 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.
Success measures
• Medallia Overall Arrival Experience, Staff Helpfulness and Appreciation as a Select Guest Member scores, compared with the same period last year.
• Positive guest mentions of Guest Services associates by name in survey comments and on review sites.
• Share of guest complaints resolved on first contact and closed in Medallia within the standard time.
• Select Guest enrollments from non-member guests.
• Associate completion of MOS, POE and Loyalty training.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

EEOC is the Law Poster.


Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to: View email address on click.appcast.io.