VIP Guest Experience Director

Highgate Hotels L.P.; Boston (MA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Paid holidays

Paid vacation

Tuition reimbursement

Job summary

Highgate Hotels, a leading hospitality company, seeks a Director of Guest Experience for The Newbury Boston. You will oversee VIP guest recognition, amenity programs, and concierge services across all shifts, ensuring five-star service throughout the guest journey.

The role requires managing cross-department collaboration with Sales, Catering, and Operations to satisfy guest preferences and escalate issues promptly, maintaining excellence in luxury standards at a premier Back Bay property.

Qualifications

• Progressive leadership experience in Front Office or Guest Experience within a luxury hotel.
• Experience managing VIP guests and personalized amenities.
• Knowledge of Forbes Travel Guide, LQA, AAA or comparable luxury service standards preferred.
• Proficiency with Opera Cloud or a comparable PMS.

Responsibilities

• Lead the daily operation of the Guest Experience department, including scheduling, labor management, training, coaching and leadership coverage across all shifts.
• Own and continuously improve VIP, special-attention, specialty-suite, repeat-guest and loyalty recognition programs.
• Review upcoming arrivals and prepare VIP list, sharing guest history and preferences with relevant teams.
• Coordinate VIP stays: room allocation, readiness, inspections, transportation, dining arrangements, and special requests.
• Oversee guest messaging program, including response standards and escalation.
• Manage the offsite concierge operation and service quality.
• Deliver on the hotel’s loyalty program and identify revenue opportunities through upgrades and paid amenities.
• Take ownership of guest concerns from first contact through resolution and follow-up.
• Prepare weekly/monthly VIP reports on stay volume, repeat frequency, guest spend and trends.
• Develop relationships with local partners and deepen knowledge of Boston luxury offerings.
• Develop and maintain procedures aligned with Forbes/LQA/AAA standards.

Skills

Leadership

VIP guest management

Staff training

Communication

Guest relation

Project management

Education

Bachelor's degree in Hospitality Management

Tools

Opera Cloud

ALICE

CRM systems

Job description

Highgate Hotels, a leading hospitality company, seeks a Director of Guest Experience for The Newbury Boston. You will oversee VIP guest recognition, amenity programs, and concierge services across all shifts, ensuring five-star service throughout the guest journey.

The role requires managing cross-department collaboration with Sales, Catering, and Operations to satisfy guest preferences and escalate issues promptly, maintaining excellence in luxury standards at a premier Back Bay property.