Guest Experience Manager

Guest Experience Manager 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 prearrival planning to poststay followup-ensuring our guests feel known, cared for, and inspired.

The Guest Experience Manager will elevate the endtoend 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 prearrival to confirm details, capture preferences, and propose curated options (dining times, local experiences, wellness, etc.).
• OnProperty 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 thankyous, collect feedback, and document insights to deepen guest relationships.

Service Excellence Oversight

• InRoom 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 taste makers-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 preshift briefings covering arrivals, VIP notes, standards refreshers, and safety moments.
• Atlas Culture:
  Model our brand behaviors-Anticipate. Personalize. Elevate. Own it. Foster a culture of warmth, accountability, and teamwork.

Inventory & Financial Stewardship

• Peak Efficiency Par Levels:
  Manage food and beverage inventories with precision; monitor usage, waste, and variances.
• Cost Controls:
  Partner with Finance/Culinary on ordering cycles, yield management, and monthly stock reconciliations.
• Billing Integrity:
  Ensure all charges are posted, verified, and compliant with policy.
• Tools Mastery:
  Leverage PMS, POS, guest profiling/CRM, and communication platforms to align the operation around each guest.
• Daily Reporting:
  Maintain a concise guest experience log, shift handover notes, VIP trackers, and issue resolution records.
• KPI Visibility:
  Share dashboards and highlights in leadership huddles; escalate risks early with solutions in hand.

• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the…