Job Description
Join our award-winning luxury waterfront hotel in the heart of Boston's vibrant Seaport District! As a Guest Experience Manager, you'll be the cornerstone of our 5-star hospitality operation, crafting unforgettable stays for discerning travelers while leading a dynamic team of hospitality professionals. This role offers unparalleled growth opportunities in one of America's most iconic tourism destinations.
Responsibilities
- Deliver exceptional guest service through personalized check-in/out experiences and proactive problem resolution
- Supervise and mentor front desk, concierge, and valet teams to exceed service standards
- Manage VIP guest relations and coordinate with departments for seamless experiences
- Handle escalated guest inquiries and complaints with discretion and empathy
- Oversee room inventory management and optimize occupancy rates
- Train staff on hospitality protocols, safety procedures, and property knowledge
- Analyze guest feedback and implement service improvement initiatives
- Collaborate with sales, housekeeping, and F&B for holistic guest satisfaction
Qualifications
- 3+ years in luxury hotel management with front desk leadership experience
- Proven expertise in guest relations and conflict resolution
- Advanced knowledge of Opera/PMS systems and hospitality software
- Bachelor's degree in Hospitality Management or related field preferred
- Exceptional communication and interpersonal skills
- Ability to work flexible hours including nights, weekends, and holidays
- Strong organizational and multitasking abilities in fast-paced environments
- Valid Massachusetts Food Handler's certification (or willingness to obtain)