Guest Experience Supervisor

Position Overview:

TheGuest 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.