Luxury Guest Experience Director

Highgate Hotels, LP; Boston (MA); On-site; USD 105,000 - 115,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) Retirement Plan

Paid holidays

Paid vacation

Tuition reimbursement

Job summary

Highgate Hotels seeks a Director of Guest Experience for The Newbury Boston, a luxury property located in Back Bay, Boston. You will lead VIP guest services, recognition programs and messaging to ensure seamless, five-star service from pre-arrival through departure.

In this role, you will collaborate with Sales, Catering, and Housekeeping to anticipate guest needs, manage staff schedules, and maintain Forbes/LQA/AAA standards across all experiences.

Qualifications

• Three to five years of leadership in Front Office or Guest Experience.
• Experience managing VIP guests and complex arrangements.
• Knowledge of Forbes Travel Guide, LQA, AAA luxury service standards preferred.
• Proficiency with Opera Cloud or a comparable PMS.
• Hospitality/Business degree or related field preferred.
• Knowledge of F&B preparation techniques and liquor laws preferred.

Responsibilities

• Lead the daily operation of the Guest Experience department across all shifts.
• Own and improve VIP, special-attention, and loyalty programs for personalized service.
• Coordinate VIP stays, room allocations, arrivals, and departures with relevant teams.
• Oversee guest messaging, concierge operations, and guest recovery initiatives.

Skills

Leadership

VIP guest handling

Guest experience

Communication

Front Office

Education

Hospitality/Business degree

Tools

Opera Cloud

Guest messaging platforms

Job description

Highgate Hotels seeks a Director of Guest Experience for The Newbury Boston, a luxury property located in Back Bay, Boston. You will lead VIP guest services, recognition programs and messaging to ensure seamless, five-star service from pre-arrival through departure.

In this role, you will collaborate with Sales, Catering, and Housekeeping to anticipate guest needs, manage staff schedules, and maintain Forbes/LQA/AAA standards across all experiences.