Job Description
Join Boston's premier luxury hospitality destination as our Guest Experience Manager. The Beacon Hill Grand Hotel seeks an exceptional leader to orchestrate unforgettable guest journeys in our iconic downtown location. This role blends artistry with operational excellence to create personalized experiences that define luxury hospitality. You'll lead a dynamic team while maintaining our reputation for meticulous service in one of America's most vibrant cities.
Responsibilities
- Oversee all front desk operations and guest services to ensure seamless check-in/check-out experiences
- Train and mentor concierge, bell staff, and guest relations specialists on luxury service standards
- Resolve complex guest inquiries and elevate service recovery protocols
- Collaborate with housekeeping, F&B, and event teams to deliver cohesive guest experiences
- Analyze guest feedback to implement service improvement initiatives
- Manage VIP guest experiences and personalized amenity programs
Qualifications
- 5+ years in luxury hotel guest services with 2+ years in leadership roles
- Proven expertise in conflict resolution and guest relationship management
- Deep knowledge of Boston's attractions, dining, and cultural landscape
- Advanced certification from a recognized hospitality institution (e.g., CHIA, AHLEI)
- Exceptional multilingual communication skills (English fluency required)
- Proficiency in Opera property management system
- Ability to work flexible shifts including nights, weekends, and holidays