VIP Guest Experience Lead

Highgate; Boston (MA); On-site; USD 60,000 - 85,000; Full time

Job summary

The Atlas Hotel in Boston, managed by Highgate, seeks a Guest Experience Manager to orchestrate flawless service across all touchpoints from pre-arrival to post-stay follow-up. You will anticipate guest needs and personalize interactions to create memorable experiences.

This role requires a minimum of 2 years in Guest Experience or Front Office management, plus a 4-year degree or equivalent experience; strong knowledge of hotel operations and VIP service is essential.

Qualifications

• 2 years of Guest Experience or Front Office management experience.
• A 4-year college degree; or a 2-year college degree and 2+ years of related experience.
• Proficient in Windows, Company approved spreadsheets and word processing.

Responsibilities

• Ensure maximum guest satisfaction through personal recognition and prompt attention from pre-arrival to departure.
• Have extensive knowledge of the product and services available.
• Coordinate the complete preparation of all VIP services, including room readiness and amenities.
• Arrange introductions with VIPs via phone calls, emails, text messages, or in person.
• Work closely with Sales, Housekeeping, Front Office, and F&B to maintain an exceptional guest experience.

Skills

Guest Experience

Front Office

VIP service

Education

Bachelor's degree

2-year degree + 2+ years experience

Job description

The Atlas Hotel in Boston, managed by Highgate, seeks a Guest Experience Manager to orchestrate flawless service across all touchpoints from pre-arrival to post-stay follow-up. You will anticipate guest needs and personalize interactions to create memorable experiences.

This role requires a minimum of 2 years in Guest Experience or Front Office management, plus a 4-year degree or equivalent experience; strong knowledge of hotel operations and VIP service is essential.