Guest Experience Manager - Front Desk

Club Quarters; Boston (MA); On-site; USD 48,000 - 72,000; Full time

Benefits offered by this job

Hotel discounts

Health insurance

Dental insurance

Vision insurance

Paid time off

401K

Job summary

Club Quarters seeks a Guest Experience Manager to oversee front desk operations, ensuring a seamless and welcoming guest journey. You will greet guests, manage check-ins/outs, and resolve issues with a solutions-oriented mindset.

Join a team focused on authentic connections, high service standards, and collaboration across shifts while supporting ongoing hotel objectives through proactive guest engagement.

Qualifications

• Experience creating welcoming guest experiences and handling guest inquiries.
• Excellent interpersonal and written/spoken communication skills.
• Ability to work independently and as part of a team in a fast-paced hotel environment.

Responsibilities

• Greet guests warmly and manage check-in/out smoothly.
• Proactively build rapport to anticipate guest needs and resolve issues.
• Maintain high standards of guest journey and adhere to brand procedures.
• Assist Senior Guest Experience Manager with departmental objectives.

Skills

Guest relations

Interpersonal skills

Communication

Team player

Flexibility

Computer skills

Job description

Guest Experience Manager

Front Desk

Reports To: Senior Guest Experience Manager

Overview

At Club Quarters Hotels, we’re opening doors to opportunity in the world’s most vibrant cities across the U.S. and London. We’re looking for an enthusiastic and energetic Guest Experience Manager to join our team. If you’re passionate about meaningful work, creating genuine connections, and making a lasting impact, we offer a place where you can inspire, grow, and feel at home—while helping our guests feel the same.

Responsibilities and Duties

• Guest Relations:
  • The Warm Welcome: Greet guests with genuine warmth and enthusiasm, ensuring a smooth, seamless and personalized check-in.
  • The Genuine Goodbye: Deliver an exceptional check-out experience that makes a guest feel valued and inspired to return.
  • Authentic Connection: Proactively build rapport with guests to anticipate their needs, creating a sense of belonging throughout their journey.
  • Issue Resolution: Handle inquiries and resolve guest issues promptly with a calm demeanor and a solutions-based approach.
• Operational Excellence:
  • Guest Experience Oversight: Uphold and demonstrate high standards to ensure the guest journey is flawless.
  • Standard Operating Procedures: Consistently follow and execute all established brand and operational standards to ensure service excellence.
  • Delivering the Guest Experience: Contribute to a culture of innovation and connection to constantly better the guest and team member experience.
  • Execute Departmental Objectives: Fulfill additional responsibilities and duties as assigned by the Senior Guest Experience Manager to meet departmental and hotel objectives.

• Team & Culture Partnership
  • Workplace Flow: Work alongside all team members to maintain a consistent service delivery across all shifts.
  • Operational Communication: Contribute to and maintain clear, direct internal communication to ensure the team meets its service requirements.

Qualifications

• Skills and Abilities:
  • A positive attitude and a deep passion for creating a welcoming guest experience.
  • Ability to work independently and as a part of a team in a fast-paced environment.
  • Flexibility to work varied shifts, including weekends, holidays, and evenings.
  • Punctuality, reliability, and excellent interpersonal and communication skills.
  • Proficiency in computer applications.
  • Ability to handle stressful situations and work effectively under pressure to resolve issues.

Physical Requirements:

• • Ability to stand for extended periods.
  • Ability to walk, bend, stoop and reach.
  • Ability to lift and carry up to
  • Ability to communicate clearly and effectively.
  • Visual acuity to operate computers and handle paperwork.

Compensation Range:

Benefits:

Competitive compensation Hotel discounts and complimentary stays
Health, dental, and vision insurance Paid time off (i.e. vacation, sick leave)
401K

Our Commitment to Equal Opportunity:

Committed to nurturing a vibrant, inclusive culture, our company reflects the richness of our communities, creating a welcoming environment. We know that we’re better together, embracing the unique experiences and individual perspectives of each member of our team.