Job Description
Join Boston's premier waterfront luxury hotel and elevate guest experiences to new heights. The Seaport Hotel seeks a dynamic Guest Experience Manager to lead our award-winning hospitality team in delivering unforgettable stays along the historic harbor. This role combines strategic leadership with hands-on guest engagement in our AAA Four Diamond property overlooking the Boston Seaport District.
As a key member of our leadership team, you'll drive service excellence while mentoring a diverse staff of 20+ hospitality professionals. Our commitment to sustainability (Green Key Eco-Rating certified) and innovation creates a unique environment where your passion for hospitality thrives.
Responsibilities
- Oversee daily operations of front desk, concierge, and guest services teams
- Develop and implement personalized guest experience protocols
- Manage VIP guest accounts and coordinate special event arrivals
- Conduct staff training on luxury service standards and conflict resolution
- Analyze guest feedback to drive service improvements
- Collaborate with F&B and Housekeeping departments for seamless service
- Monitor operational KPIs including guest satisfaction scores
- Lead monthly staff meetings and performance reviews
Qualifications
- 5+ years luxury hotel experience with 2+ years in leadership
- Proven expertise in guest relationship management
- Exceptional problem-solving and crisis management skills
- Fluency in English; Spanish/French preferred
- Proficiency in Opera PMS and Microsoft Office Suite
- Bachelor's degree in Hospitality or related field
- Boston hospitality certification preferred
- Valid Massachusetts Food Handler's permit