VIP Guest Experience Lead

Omni Hotels & Resorts; Boston (MA); On-site; USD 39,000 - 55,000; Full time

Job summary

Omni Boston Hotel at the Seaport seeks a Guest Experience Supervisor to own the guest journey from arrival to departure. You will lead the Guest Services team on shift, ensuring smooth welcomes for VIPs and Select Guests, and coordinating with departments to uphold brand standards.

In this luxury setting, train staff on Moments of Service, monitor front drive operations, and deliver professional service recovery. Flexibility for mornings, evenings, weekends, and holidays is required.

Qualifications

• Guest service experience in a luxury or upscale hotel.
• Prior supervisory or lead experience on a hotel shift.
• Proven ability to resolve guest concerns professionally.
• Strong communication and problem-solving skills.
• Experience with cash handling and multi-line phone systems.

Responsibilities

• Lead Guest Services on shift and supervise Bellpersons, Concierge, and Loyalty Ambassador.
• Oversee arrival, front drive, and departure ensuring timely, courteous service.
• Train teams on MOS, POE, and Brand Standards; conduct pre-shift huddles.
• Manage Select Guest and VIP care, amenities, and program outreach.
• Handle service recovery and maintain Medallia feedback workflows.

Skills

Guest service

Supervisory experience

Communication skills

Problem-solving

Cash handling

Multitasking

Tools

Medallia

Hotel systems

Job description

Omni Boston Hotel at the Seaport seeks a Guest Experience Supervisor to own the guest journey from arrival to departure. You will lead the Guest Services team on shift, ensuring smooth welcomes for VIPs and Select Guests, and coordinating with departments to uphold brand standards.

In this luxury setting, train staff on Moments of Service, monitor front drive operations, and deliver professional service recovery. Flexibility for mornings, evenings, weekends, and holidays is required.