Guest Services Supervisor

Full-Time

The 1,054-room Omni Boston Hotel at the Seaport is the newest luxury hotel in the City of Boston, and the most significant hotel project in the city for the last forty years. The property features seven outlets for drinking and dining, a signature spa, fitness center, and rooftop pool. It boasts more than 100,000 square feet of meeting and event space, and caters to the most discerning clientele.

The Omni Boston Hotel at the Seaport is located in the center of the bustling Seaport District. The AAA Four Diamond rated hotel boasts 1,054 finely appointed guestrooms with 52 suites, seven delectable dining experiences, a scenic rooftop pool, a luxury Breve Spa,  and more than 100,000 square feet of meeting and event space allowing to provide each guest a unique and memorable experience. Come join the team that was voted “2023 Best Places to Work” by the Boston Business Journal!

Creativity must infuse everything we do, and everyone in the hotel. Performance realities will always exist, but we use these constraints to push, not limit, our creativity. We believe there is always a way to make it work. If we don't have the solution, we dig deeper creatively to find one.

Grab the reigns and help shape the future of the Seaport’s best kept secret! Creativity must infuse everything we do, and everyone in the Hotel. Performance realities will always exist, but we use these constraints to push, not limit, our creativity.

The Guest Services Supervisor oversees all areas of operation relating to the guest experience for the Bell Stand, Front Door, and Concierge and to manage Guest Services functions and directly.

• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.

• Maintain continuous liaison with Front Desk, Reservations desk, and Housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.

• Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections.

• Participate with other members of management in developing plans to deliver special services to selected targeted markets.

• Provide a "Welcome Call" to guests as required by local and company standard operating procedures.

• Be involved in resolution of as many guests' complaints as possible.

• Be familiar with Opera and Alice Concierge systems.

• Create and administer annual and probationary reviews for associates.

• Administer Associate Skill Certifications and other new hire paperwork.

• Train new associates and conduct re-training for tenured associates.

• Conduct MOS audits.

• Attend and contribute to all pertinent meetings.

• Meet monthly with associates for One-on-Ones.

• Interview and hire candidates according to Omni and hotel specifications.

• Maintain Management presence at the Front Desk, Front Drive, and Lobby areas to ensure SOP compliance and assist with overflow.

• Communicate to staff all future business demands.

• Evaluate and make action plans to improve Medallia scores.

• Create associate schedules ensuring the highest level of guest service while maintaining productivity.

• Ensure associates has adequate supply of uniforms, luggage tags, etc.

• Ensure that all guestroom drops are accurately delivered and charged correctly in a timely fashion.

• Be knowledgeable of corporate and hotel promotions and standards.

• Accept other duties as requested by management.

• All employees are required to fully comply with Omni rules and regulations for the safe and effective operation of the hotel’s facilities.

• Minimum of three years of experience or previous Front Office/Guest Services experience.
• Bachelor’s Degree or Equivalent.
• Must possess the ability to handle stressful daily operations.
• Must have a proven track record of motivating managers and associates to meet and exceed goals and to provide the highest quality experience for our guests.
• Strong understanding of forecasting, budgeting, scheduling, checkbook management, productivity, inventory controls, P&L analysis, and cost controls.
• Demonstrated ability to handle progressive discipline/coaching discussions.
• Must be willing to work flexible hours as needed during busy times, including nights, weekends, and holidays.

PERKS AND BENEFITS:

• A culture of fun, inclusion, and growth
• Complimentary meals
• Health Insurance and matching 401(k) after one year
• Generous Paid Time Off offered
• Performance-driven, ALL-IN culture
• Discounted associate rates at Omni properties nationwide

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement 

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 applicationassistance@omnihotels.com.