Job Description
Join Boston's premier luxury boutique hotel as our Senior Guest Experience Manager. Lead our award-winning front desk team in delivering exceptional hospitality to discerning guests in the heart of historic Beacon Hill. This senior role combines operational excellence with innovative guest engagement strategies in a 5-star setting.
We offer industry-leading benefits including comprehensive health insurance, 401(k) matching, exclusive hotel discounts, and professional development opportunities. Perfect for hospitality professionals seeking career advancement in Boston's vibrant tourism sector.
Responsibilities
- Train and mentor front desk agents on luxury service standards and hotel systems
- Resolve complex guest issues with personalized solutions exceeding expectations
- Coordinate VIP arrivals and special event logistics with precision
- Analyze guest feedback data to implement service improvements
- Collaborate with housekeeping, concierge, and F&B departments
- Manage inventory for guest amenities and operational supplies
- Oversee room assignment optimization and revenue management strategies
Qualifications
- 5+ years hotel front desk experience with 2+ years in leadership roles
- Proven expertise in Opera or similar property management systems
- Exceptional conflict resolution and multitasking abilities
- Bachelor's degree in Hospitality or equivalent experience
- Strong knowledge of Boston attractions and local services
- Fluency in English; additional languages preferred
- Ability to work flexible schedules including nights/weekends
- Valid Massachusetts Food Handler's certification