Guest Experience Manager

Compensation Type

Yearly

Highgate Hotels

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 outperformance 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. www.highgate.com

Overview

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 pre‑arrival planning to post‑stay follow‑up—ensuring our guests feel known, cared for, and inspired.

Responsibilities

• 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, train, and, when necessary, counsel Guest Experience staff in accordance with Highgate Hotel SOPs.
• Ensure compliance with all Highgate Hotel standards, including Standard of the Day/Week training and effective training procedures.
• Prepare and conduct Guest Experience staff interviews following Highgate hiring procedures.
• Foster strong employee morale and ensure continuous development of Guest Services and Guest Experience teams.
• Protect guest privacy and security by following Highgate procedures.
• Conduct pre-shift meetings or provide pass-along communication.
• Manage payroll tasks for Guest Experience staff, including reviewing staff hours and preparing schedules based on business forecasts, productivity, and payroll guidelines.
• Maintain proper handling of Purchase Orders, invoices, and checkbook accounting in line with Highgate SOPs.
• Maintain open communication with all departments and promote strong inter-departmental relationships.
• Carry a phone with a Relay option at all times. Operate mobile phones and Relay / radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Conduct departmental meetings per Highgate standards.
• Maintain organized filing systems for purchases, schedules, forecasts, reports, and logs.
• Use telephone and computer systems to report and verify room status.
• Record and reconcile charges for amenities and services.

Qualifications

• 2 years of Guest Experience or Front Office management experience in a hotel required.
• A 4-year college degree; or a 2-year college degree and 2 or more years of related experience.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Knowledge of F&B preparation techniques, health department rules and regulations, liquor laws and regulations preferred.
• Heavy work - Exerting up to 50 pounds of force occasionally, and/or 25 pounds of force frequently and/or up to 15 pounds of force constantly lifting, carrying, pushing, pulling, or otherwise moving objects.
• Ability to stand during entire shift.
• Maintain a warm, friendly, and courteous demeanor at all times with guests, managers, and fellow employees.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.