Guest Experience Supervisor

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

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.