Guest Experience Manager

Guest Experience Manager

Requisition :

Category:
Front Office Operations

Job Location:

US-MA-Boston

Property:
The Atlas Hotel

Compensation Minimum: USD $70,000.00/Yr.

Compensation Maximum: USD $75,000.00/Yr.

Pay Class:
Full Time

Yearly

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen.

The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive out performance and maximize asset value.

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.

Step into the future of hospitality at The Atlas Hotel.

The Atlas, Boston's first-of-its-kind hotel, is where local connection meets global inspiration, and hospitality intersects with thought leadership.

Join us at the ground floor of this brand-new hotel opening and help craft unforgettable moments at the intersection of research, hospitality, and inspiration-where every day is a first.

The Guest Experience Manager is the curator of that story: orchestrating flawless service across all touchpoints, anticipating needs before they arise, and turning moments into memories through thoughtful personalization. This leader champions The Atlas's promise-from prearrival planning to poststay followup-ensuring our guests feel known, cared for, and inspired.

• Ensure maximum guest satisfaction through personal recognition and prompt attention from pre-arrival to departure.
• Have extensive knowledge of the product and services available.
• Ensure that all guests, especially those of VIP status, receive utmost attention and maximize their satisfaction during their entire duration of stay.
• Ensure that all arriving and departing VIPs and regular guests are greeted and that introductions are made.
• Provide information and promote all in-house facilities and promotions.
• Prepare and distribute the Daily VIP list to the necessary teams.
• Coordinate the complete preparation of all associated services for arriving VIPs, including, but not limited to, ensuring room is ready, amenities are in the room, etc.
• Arrange as many introductions with our VIPs as possible via phone calls, emails, text messages, or in person.
• Inspect the rooms for our highest tiers of VIPs.
• Update guest profiles in Opera (PMS) with any preferences and observations.
• Log guest issues in Alice and Opera and communicate issues as appropriate.
• Develop relationships with a variety of local vendors, which include, and are not limited to, restaurants, nightclubs, museums, theaters, sports venues, ticket agencies, etc.
• Be familiar with all the courier companies and their charges.
• Have an in depth knowledge of what Greater Boston (and New England) has to offer in regards to a variety of experiences our guests may be interested in.
• Craft amenities for all VIPs and long stay guests.
• Establish and maintain a regularly scheduled VIP rotation for guest amenities and recognition.
• Respond to all guest requests, shortfalls, complaints and/or accidents presented through reservations, guest feedback platforms, letters and/or phone calls, in an appropriate and thorough manner from the initial complaint to the resolution.
• Work closely with other departments (Sales, Housekeeping, Front Office, F&B) to maintain an exceptional guest experience.
• Maintain and control all Guest Experience equipment.
• Conduct monthly and quarterly Guest Experience inventories on a timely basis.
• Motivate, coach,…