Guest Experience Specialist

Guest Experience Specialist

Requisition :

Category:
Food and Beverage

Job Location:

US-MA-Boston

Property:
The Atlas Hotel

Compensation: USD $29.00 - $31.00 per hour

Compensation Type:
Hourly

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen.

The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive out performance and maximize asset value.

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.

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.

Guest Experience Specialist will support the Guest Experience Manager in delivering seamless, personalized service across every stage of the guest journey. Anticipates needs, resolves issues proactively, and helps create memorable moments that reflect Atlas's promise. Works closely with operational teams to ensure every touchpoint—from pre-arrival to post-stay—makes guests feel known, cared for, and inspired.

• Maintain a warm and friendly demeanor at all times.
• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Crafting amenity program for all VIPs and long stay guests
• Constant communication and collaboration with sales team
• Ensuring consistency with pre-arrival
• Respond to all guest requests, shortfalls, complaints and/or accidents presented through reservations, guest feedback platforms, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest recovery and satisfaction.
• Motivate, coach, counsel and discipline all Guest Experience personnel according to Highgate Hotel SOP's.
• Ensure compliance to Standard of the Day / Week Training, using the steps to effective training according to Highgate Hotel standards.
• Establish and maintain a regularly scheduled VIP rotation amenities and recognition.
• Maintain and control all Guest Experience equipment.
• Ensure consistency with departmental opening and closing procedures.
• Re-inspect all Special VIP rooms prior to arrival.
• Ensure that public areas and, back-of-house areas are clean.
• Conduct monthly and quarterly Guest Experience inventories on a timely basis.
• Ensure guest privacy and security by correctly following Highgate Hotel procedures.
• Attend pre-shift meetings when appropriate and communicate all relevant pass-on information.
• Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.
• Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• Carry a phone with a relay option at all times. Operate mobile phones and relay / radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Manage and organize large turn days (including long term guests).
• Understand the out-of-order, out-of-service, discrepant…