Omni New Haven Hotel

Located in downtown New Haven and just steps away from the prestigious Yale and other Universities, the Omni New Haven @ Yale University surrounds our guests with luxurious comfort and unparalleled service. The Omni Hotel stands out within New Haven’s skyline visible from surrounding highways & bridges. Our guests enjoy breathtaking views from our guest rooms and John Davenports Restaurant located in the 19th floor overlooking the city and Yale Campus.

Come join our award winning team at the only 4-diamond hotel in New Haven where you’ll experience a rewarding and powerful work environment! We offer paid internships, development programs, tuition reimbursement competitive benefits and a rewarding career opportunity in hospitality!

The Guest Services Supervisor

The Guest Services Supervisor is a leadership role designed to elevate the guest experience by combining proactive service, operational oversight, and loyalty-focused engagement. This position serves as a key on‑property leader, supporting front desk and guest services operations while acting as a point of contact for elevated guest needs, including loyalty members and VIPs. In the absence of senior leadership, the Guest Services Supervisor assists in maintaining service standards, operational continuity, and guest satisfaction.

No job description can encompass every duty that may be requested by guests or required by the hotel. The objective of this position is to personally deliver exceptional service or ensure requests are promptly referred to the appropriate department.

Primary Responsibilities:

Guest Experience & Engagement

• Maintain a strong lobby presence during peak arrival and departure periods by consistently walking the lobby, greeting guests, welcoming arrivals, and engaging with departing guests to ensure a warm and professional first and last impression of the hotel.
• Deliver personalized guest experiences by proactively contacting guests before arrival to assist with special requests, preferences, and celebrations.
• Serve as a primary on-property point of contact for VIPs and loyalty guests, ensuring recognition and seamless service throughout their stay.
• Review arrival reports, guest history, and special requests to prepare for incoming guests.
• Coordinate room assignments to meet guest expectations and operational needs.
• Create memorable “WOW” moments through thoughtful service recovery and personalized touches.
• Conduct guestroom inspections before VIP or special arrivals when applicable.

Front Office & Guest Services Operations

• Supervise daily Front Desk and Guest Services operations to ensure timely, courteous, and professional service.
• Ensure all arriving and departing guests are treated with maximum courtesy and efficiency.
• Assist Front Desk, Reservations, and Guest Services teams during peak business periods.
• Maintain strong communication with Housekeeping, Engineering, Reservations, and other departments to ensure service alignment.
• Be alert to potential service issues or operational concerns and make on-the-spot corrections when possible.
• Participate in resolving guest complaints and service recovery efforts.

Leadership & Training

• Supervise, coach, and support Front Office and Guest Services associates.
• Assist with training new associates and reinforcing brand, service, and loyalty standards.
• Promote loyalty program awareness among guests and associates.
• Support ongoing service initiatives and departmental goals.

Operational & Manager‑on‑Duty Support

• Act as Manager on Duty when assigned, supporting hotel operations in the absence of department leadership.
• Follow and execute shift checklists and operational procedures.
• Assist with special projects or duties as assigned by Front Office leadership.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link: EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.

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.