Guest Experience Specialist

Guest Experience Specialist

Join to apply for the Guest Experience Specialist role at Highgate.

Highgate Hotels 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, Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts.

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 that reflect Atlas’s promise.

• 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 and show rooms.
• Must maintain constant communication with Guest Services.
• Monitor and act on all special requests as needed; VIPs, special needs rooms, connecting, etc.
• Establish and maintain key control system.
• Participate in the department’s monthly Highgate Hotel team meeting.
• Collaborate with the Front Office team to support their role in contributing to the guest feedback platform.
• Use the telephone and computer system for reporting and verifying room status.
• Must be able to cross‑train in other hotel related areas.
• Record and reconcile charges for amenities or services.
• Ensure overall guest satisfaction.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and…