Guest Experience Manager

Highgate Hotels•Boston, MA

About The Position

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. At Atlas, every stay becomes a finely crafted story—one that blends elegance, sincerity, and a sense of place. 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 Atlas’s promise—from pre‑arrival planning to post‑stay follow‑up—ensuring our guests feel known, cared for, and inspired.

Requirements

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.
Participate in M.O.D. coverage as required.
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, including wearing nametags.
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.
Maintain a warm and friendly demeanor at all times.

Responsibilities

Elevate the end‑to‑end guest journey by, anticipating guest preferences and personalizing experiences at scale.
Conduct daily reviews of arrivals (rolling 72 hours) to identify VIPs, repeat guests, special occasions, and preferences.
Partner with Front Office and Housekeeping to confirm room readiness, amenities, and any bespoke touches that align with guest profiles.
Manage room inventory and collaborate with Reservations/Front Desk to extend upgrades based on availability, guest loyalty, rate category, and overall impact on experience.
Maintain accurate, insightful guest profiles in PMS/guest recognition systems to enable continuity across stays.
Reach out pre‑arrival to confirm details, capture preferences, and propose curated options (dining times, local experiences, wellness, etc.).
Serve as the single point of contact throughout the stay for VIPs—coordinating itinerary changes, resolving issues swiftly, and ensuring proactive touchpoints.
Coordinate elegant welcome amenities and celebration moments (anniversaries, birthdays, milestones) with precise timing and presentation.
Send tailored thank‑yous, collect feedback, and document insights to deep
Monitor ticket times, delivery standards, bag presentation aesthetics.
Reconcile daily IRD orders with POS and guest folios, ensuring accuracy and timely closeout.
Own issues from first report to full resolution. Document learnings and implement prevention measures.
Secure reservations at AMA and Foxglove; maintain preferred‑partner protocols and blackout calendars.
Build relationships with notable venues, experiences, and tastemakers—curating itineraries that reflect authenticity and Atlas style.
Keep dynamic lists of recommendations tailored to guest segments (families, wellness, culinary, culture, nightlife).
Lead and schedule bell / door associates.
Deliver ongoing skills training in service artistry, product knowledge, and problem resolution.
Conduct pre‑shift briefings covering arrivals, VIP notes, standards refreshers, and safety moments.
Model our brand behaviors—Anticipate. Personalize. Elevate. Own it. Foster a culture of warmth, accountability, and teamwork.
Manage food and beverage inventories with precision; monitor usage, waste, and variances.
Partner with Finance/Culinary on ordering cycles, yield management, and monthly stock reconciliations.
Ensure all charges are posted, verified, and compliant with policy.
Leverage PMS, POS, guest profiling/CRM, and communication platforms to align the operation around each guest.
Maintain a concise guest experience log, shift handover notes, VIP trackers, and issue‑resolution records.
Share dashboards and highlights in leadership huddles; escalate risks early with solutions in hand.