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 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 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.

Qualifications:

* 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 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 solving problems as necessary.
* Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
* Must be able to maintain confidentiality of information.
* Perform other duties as requested by management.
* Maintain a warm and friendly demeanor at all times.
			

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