Guest Experience Specialist

The Atlas Hotel•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. Guest experience Specialist will support the Guest Experience Manager in delivering seamless, personalized service across every stage of the guest journey. Anticipates needs, resolves issues proactively, and helps create memorable moments that reflect Atlas’s promise. Works closely with operational teams to ensure every touchpoint—from pre-arrival to post-stay—makes guests feel known, cared for, and inspired.

Requirements

High School diploma or equivalent required and/or experience in a hotel or a related field preferred.
Must have a valid driver's license for the applicable state.
Flexible and long hours sometimes required.
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 to lift, carry, push, pull, or otherwise move objects.
Ability to stand during entire shift.

Responsibilities

Maintain a warm and friendly demeanor at all times.
Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
Crafting amenity program for all VIPs and long stay guests
Constant communication and collaboration with sales team
Ensuring consistency with pre-arrival
Respond to all guest requests, shortfalls, complaints and/or accidents presented through reservations, guest feedback platforms, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest recovery and satisfaction.
Motivate, coach, counsel and discipline all Guest Experience personnel according to Highgate Hotel SOP's.
Ensure compliance to Standard of the Day / Week Training, using the steps to effective training according to Highgate Hotel standards.
Establish and maintain a regularly scheduled VIP rotation amenities and recognition.
Maintain and control all Guest Experience equipment.
Ensure consistency with departmental opening and closing procedures.
Re-inspect all Special VIP rooms prior to arrival.
Ensure that public areas and, back-of-house areas are clean.
Conduct monthly and quarterly Guest Experience inventories on a timely basis.
Ensure guest privacy and security by correctly following Highgate Hotel procedures.
Attend pre-shift meetings when appropriate and communicate all relevant pass-on information.
Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.
Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
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.
Manage and organize large turn days (including long term guests).
Understand the out-of-order, out-of-service, discrepant and show rooms.
Must maintain constant communication with Guest Services.
Monitor and act on all special requests as needed; VIPs, special needs rooms, connecting, etc.
Establish and maintain key control system.
Participate in the department’s monthly Highgate Hotel team meeting.
Collaborate with the Front Office team to support their role in contributing to the guest feedback platform.
Use the telephone and computer system for reporting and verifying room status.
Must be able to cross-train in other hotel related areas.
Record and reconcile charges for amenities or services
Ensure overall guest satisfaction.
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, 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.
Load and unload luggage carts and assist guests with the tagging, storing and retrieving of luggage.
Assist guests with cabs and other transportation requirements.
Coordinate with other departments for seamless guest experience
Greet arriving and departing guests.
Respond to guest questions and answer information on local attractions, events and daily activities in the hotel.
Be aware of VIP and repeat guests; greet them by name.