Guest Relations Supervisor

BOSTON HARBOR HOTEL

POSITION DESCRIPTION

Position Title:

Guest Relations Supervisor

Department:

Front Office

Reports to:

Director of Front Office Operations

FLSA Designation:

NON-EXEMPT

JOB SUMMARY

The Guest Relations Supervisor is responsible for overseeing the Valet parking, Door, concierge, and front desk operations to deliver exceptional guest experiences. This role ensures seamless coordination between these guest-facing departments to provide a warm welcome, efficient service, and memorable stay for all visitors.

CANDIDATE PROFILE

Education:

Bachelor’s degree, preferably specializing in Hospitality, Business Administration, and or related major or equivalent experience is preferred.

Experience:

Must have at least one (1) or more years of related guest experience, with experience in Hospitality preferred.

KEY RESPONSIBILITIES:

The primary responsibilities for the Guest Relations Supervisor include but are not limited to:

Parking Operations

• Supervise valet parking staff and ensure smooth vehicle handling processes.
• Monitor parking lot capacity and implement strategies for efficient space utilization.
• Oversee parking fee collection and reconciliation processes.

Concierge Services

• Supervise the concierge team in providing personalized assistance to guests .

• Ensure prompt and courteous responses to guest inquiries and requests.
• Coordinate with local vendors for tours, transportation, dining reservations, etc.
• Maintain up-to-date knowledge of local attractions, events, and activities.

Front Desk Support

• Assist the front desk team during peak hours or staff shortages.
• Handle guest check-in/check-out processes as needed.
• Respond to and resolve guest complaints or issues escalated from the front desk.
• Collaborate with housekeeping for room allocation and readiness.
• Work as a rooms coordinator to ensure rooms are blocked according to their preferences.

Team Management

• Ensure adherence to hotel and Forbes standards, policies, and procedures across teams.
• Foster a culture of exceptional customer service and teamwork.

Administrative Duties

• Prepare operational reports and analyze key metrics (e.g., parking revenue, concierge utilization)
• Implement process improvements to enhance efficiency and guest satisfaction.
• Ensure compliance with safety, security, and regulatory requirements.

JOB QUALIFICATIONS

In addition to performance of key responsibilities, this position may be required to possess a combination of the following skills and experiences:

• Experience in property management software, such as OPERA, is preferred.
• Strong organizational and analytical skills, along with demonstrated ability to multi-task and prioritize in a fast-paced work environment.
• Demonstrated ability to work cohesively with a team.
• Ability to exercise sound logic and judgment in evaluating situations and utilizing appropriate resources.
• Must be self-directed, motivated and demonstrate exceptional customer service and interpersonal skills.
• Ability to communicate effectively in the English language, both verbally and in writing. A second language is desirable.
• Must have experience in all Microsoft Office suite products.

The Boston Harbor Hotel is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law.

Managed by HHM Hotels