VIP Guest Experience Leader

Highgate Hotels, LP; Boston (MA); On-site; USD 70,000 - 75,000; Full time

Job summary

The Atlas, Boston's first-of-its-kind hotel, opens with a new Guest Experience Manager to shape unforgettable stays at the intersection of research, hospitality, and inspiration. You will lead flawless service across all touchpoints, anticipate guest needs, and personalize moments to ensure guests feel known and cared for.

Reporting to the leadership team, you will manage VIP programs, coordinate cross-departmental initiatives with Sales, Housekeeping and F&B, and drive guest satisfaction while

Qualifications

• 2 years of Guest Experience or Front Office management experience in a hotel required.
• A 4-year college degree; or a 2-year college degree and 2 or more years of related experience.
• Must be 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.
• Ensure VIP guests receive utmost attention during stay and maximize satisfaction.
• Greet VIPs and regular guests; make introductions.
• Provide information and promote in-house facilities and promotions.
• Prepare and distribute the Daily VIP list to relevant teams.
• Coordinate preparation of services for arriving VIPs, including room readiness and amenities.
• Update guest profiles in Opera (PMS) with preferences and observations.
• Log guest issues and communicate as appropriate.
• Develop relationships with local vendors (restaurants, museums, theatres, etc.).
• Maintain knowledge of Greater Boston experiences for guest interests.
• Craft amenities for VIPs and long-stay guests.
• Establish and maintain a VIP rotation for amenities and recognition.
• Respond to guest requests, complaints, and issues from reservation to resolution.
• Work with Sales, Housekeeping, Front Office, F&B to maintain exceptional guest experience.
• Maintain guest experience equipment and inventories.

Skills

VIP guest handling

Front Office management

Windows proficiency

Excel

Word processing

Education

Bachelor's degree

2-year degree + 2+ years experience

Tools

Opera PMS

Alice System

Job description

The Atlas, Boston's first-of-its-kind hotel, opens with a new Guest Experience Manager to shape unforgettable stays at the intersection of research, hospitality, and inspiration. You will lead flawless service across all touchpoints, anticipate guest needs, and personalize moments to ensure guests feel known and cared for.

Reporting to the leadership team, you will manage VIP programs, coordinate cross-departmental initiatives with Sales, Housekeeping and F&B, and drive guest satisfaction while