Guest Experience Manager

Compensation Type

Yearly

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.  Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Overview

Step into the future of hospitality at The Atlas Hotel.

The Atlas, Boston’s first-of-its-kind hotel, is where local connection meets global inspiration and hospitality intersects with thought leadership.

Join us at the ground floor of this brand-new hotel opening and help craft unforgettable moments at the intersection of research, hospitality, and inspiration—where every day is a first.

 

At Atlas, every stay becomes a finely crafted story—one that blends elegance, sincerity, and a sense of place. The Guest Experience Manager is the curator of that story: orchestrating flawless service across all touchpoints, anticipating needs before they arise, and turning moments into memories through thoughtful personalization. This leader champions Atlas’s promise—from pre‑arrival planning to post‑stay follow‑up—ensuring our guests feel known, cared for, and inspired.

 

Responsibilities

The Guest Experience Manager role will elevate the end‑to‑end guest journey by, anticipating guest preferences and personalizing experiences at scale.

 

 

Guest Planning & Personalization

• 3‑Day Arrival Outlook: Conduct daily reviews of arrivals (rolling 72 hours) to identify VIPs, repeat guests, special occasions, and preferences.
• Pre‑Arrival Design: Partner with Front Office and Housekeeping to confirm room readiness, amenities, and any bespoke touches that align with guest profiles.
• Upgrade Strategy: Manage room inventory and collaborate with Reservations/Front Desk to extend upgrades based on availability, guest loyalty, rate category, and overall impact on experience.
• Profiling & Notes: Maintain accurate, insightful guest profiles in PMS/guest recognition systems to enable continuity across stays.

 

VIP & Loyalty Engagement

• Direct Connection: Reach out pre‑arrival to confirm details, capture preferences, and propose curated options (dining times, local experiences, wellness, etc.).
• On‑Property Liaison: Serve as the single point of contact throughout the stay for VIPs—coordinating itinerary changes, resolving issues swiftly, and ensuring proactive touchpoints.
• Welcome & Celebrations: Coordinate elegant welcome amenities and celebration moments (anniversaries, birthdays, milestones) with precise timing and presentation.
• Post‑Stay Follow‑Up: Send tailored thank‑yous, collect feedback, and document insights to deep

 

Service Excellence Oversight

• In‑Room Dining (IRD):
• Monitor ticket times, delivery standards, bag presentation aesthetics.
• Reconcile daily IRD orders with POS and guest folios, ensuring accuracy and timely closeout.
• Service Recovery:
• Own issues from first report to full resolution.
• Document learnings and implement prevention measures.

 

 Concierge‑Level Curation

• Priority Access: Secure reservations at AMA and Foxglove; maintain preferred‑partner protocols and blackout calendars.
• Local Partnerships: Build relationships with notable venues, experiences, and tastemakers—curating itineraries that reflect authenticity and Atlas style.
• Insider Guidance: Keep dynamic lists of recommendations tailored to guest segments (families, wellness, culinary, culture, nightlife).

 

Team Leadership & Culture

• Inspire Excellence: Lead and schedule bell / door associates.
• Training & Coaching: Deliver ongoing skills training in service artistry, product knowledge, and problem resolution.
• Daily Line‑Ups: Conduct pre‑shift briefin