Guest Experience Lead: VIP & Front-Drive Concierge

PERG online; Boston, Northern (MA, KY); Hybrid; USD 40,000 - 54,000; Full time

Job summary

PERG online seeks a Guest Experience Supervisor in Boston to own the guest journey from arrival to departure. You will lead the Guest Services team on shift and personally attend Select Guest and VIP requests.

You’ll coordinate with Sales and Conference Services for VIPs and groups, coach staff on MOS and POE, and uphold Brand Standards.

Supervisors also help train, schedule, and ensure curb flow, valet, and front drive efficiency, contributing to a consistently exceptional guest experience.

Qualifications

• Experience supervising a guest services team in hospitality.
• Ability to train staff on brand standards and guest service programs.
• Excellent communication and guest relations skills.

Responsibilities

• Supervise daily Guest Services operations across Bellpersons, Doorpersons, Concierge, and Loyalty Ambassador.
• Lead a daily pre-shift huddle addressing volume, VIPs, group arrivals, rooms out of order, and garage capacity.
• Recognize standout associates and foster a collaborative, service‑oriented team.
• Assist in overseeing onboarding and internship programs related to Guest Services.

Skills

Team leadership

Guest services operations

Staff coaching

VIP guest handling

Tools

MOS (Moments of Service)

POE (Power of Engagement)

Job description

PERG online seeks a Guest Experience Supervisor in Boston to own the guest journey from arrival to departure. You will lead the Guest Services team on shift and personally attend Select Guest and VIP requests.

You’ll coordinate with Sales and Conference Services for VIPs and groups, coach staff on MOS and POE, and uphold Brand Standards.

Supervisors also help train, schedule, and ensure curb flow, valet, and front drive efficiency, contributing to a consistently exceptional guest experience.