Guest Experience Supervisor

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

• Supervise daily Guest Services operations, including Bell persons, Door persons, 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.

• 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.