Talent.com
Guest Experience Manager
Guest Experience ManagerRoyal Lahaina Resort • Boston, MA, US
Guest Experience Manager

Guest Experience Manager

Royal Lahaina Resort • Boston, MA, US
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
job_description.job_card.job_description

Guest Experience Manager

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 inspirationwhere every day is a first.

At Atlas, every stay becomes a finely crafted storyone 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 promisefrom pre-arrival planning to post-stay follow-upensuring 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 VIPscoordinating 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 tastemakerscurating 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 behaviorsAnticipate. 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.
  • 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.
    • serp_jobs.job_alerts.create_a_job

    Guest Experience Manager • Boston, MA, US

    Job_description.internal_linking.related_jobs
    Nebraska Customer Experience Manager

    Nebraska Customer Experience Manager

    VirtualVocations • Dorchester, Massachusetts, United States
    serp_jobs.job_card.full_time
    A company is looking for a Customer Experience Manager who will lead a team of Customer Experience Advocates.Key Responsibilities : Cultivates an inclusive, customer-focused team environment throu...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_hours • serp_jobs.job_card.promoted • serp_jobs.job_card.new
    Experience Manager

    Experience Manager

    HqO, Inc • Boston, MA, United States
    serp_jobs.job_card.full_time
    We’re hiring an Experience Manager that considers themselves the following : You’re obsessed with delivering top-tier customer success and pride yourself on exceeding customer expectations.You’re a ...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Customer Experience Manager

    Customer Experience Manager

    Five Below • Stoneham, MA, US
    serp_jobs.job_card.full_time
    At Five Below our growth is a result of the people who embrace our purpose : We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibi...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Guest Experience Ambassador

    Guest Experience Ambassador

    Level99 Entertainment • Natick, MA, US
    serp_jobs.job_card.full_time +1
    We are seeking a Guest Experience Ambassador within our contact center, who has high standards and is effective in building relationships with staff and guests. The Guest Experience Ambassador posit...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Customer Experience Manager - Full Time

    Customer Experience Manager - Full Time

    Michaels • Mansfield, MA, US
    serp_jobs.job_card.full_time +1
    Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes.Maintain store recovery standards to deliver...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Customer Experience Engagement Manager

    Customer Experience Engagement Manager

    Monotype • Woburn, MA, US
    serp_jobs.job_card.full_time
    Customer Experience Engagement Manager.Named "One of the Most Innovative Companies in Design'' by Fast Company, Monotype brings brands to life through type and technology that consumers engage with...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Part-Time Customer Experience Manageer

    Part-Time Customer Experience Manageer

    Michaels • Bellingham, MA, US
    serp_jobs.job_card.full_time +1
    Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes.Maintain store recovery standards to deliver...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Customer Experience Manager

    Customer Experience Manager

    Watts Water • North Andover, MA, US
    serp_jobs.job_card.permanent
    Watts Customer Experience Manager.Together, we're reimagining the future of water.We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we sup...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Customer Experience Manager

    Customer Experience Manager

    Home Depot • Reading, MA, US
    serp_jobs.job_card.full_time
    With a career at The Home Depot, you can be yourself and also be part of something bigger.Position Purpose : Customer Experience Managers (CXM) are members of the store leadership team that oversees...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Guest Experience Agent

    Guest Experience Agent

    RAFFLES • Boston, MA, US
    serp_jobs.job_card.full_time
    Join the team responsible for crafting a fresh landmark that emphasizes cultural appreciation among colleagues and the pursuit of greatness. At Raffles Boston, we recognize the immense worth of our ...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Digital Experience Manager - Trip Pages

    Digital Experience Manager - Trip Pages

    Grand Circle LLC • Boston, MA, US
    serp_jobs.job_card.full_time
    Are you passionate about creating digital experiences that inspire customers and drive results? As the.Digital Experience Manager – Trip Pages. In this role, you’ll combine strategy, dat...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Guest Experience Specialist

    Guest Experience Specialist

    The Escape Game • Dedham, MA, US
    serp_jobs.job_card.full_time
    Click here to view the Guest Experience Specialist job description!.serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Customer Experience Manager

    Customer Experience Manager

    Michaels • Maynard, MA, US
    serp_jobs.job_card.full_time +1
    Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes.Maintain store recovery standards to deliver...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Customer Experience Manager

    Customer Experience Manager

    Babel Street • Somerville, MA, US
    serp_jobs.job_card.full_time
    Babel Street is the trusted technology partner for the world's most advanced identity intelligence and risk operations.We deliver advanced AI and data analytics solutions providing unmatched, analy...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_1_day • serp_jobs.job_card.promoted
    Ambassador - Guest Experience Specialist

    Ambassador - Guest Experience Specialist

    WNDR Museum • Boston, MA, US
    serp_jobs.job_card.part_time
    serp_jobs.filters_job_card.quick_apply
    About WNDR WNDR Museum is an interactive experience : .And as artists, our visitors are more than passive onlookers.Whatever they do in our museum, IS art. WNDR is a collective of thinkers, artists, p...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30
    Full Time Customer Experience Manager

    Full Time Customer Experience Manager

    Michaels • Westwood, MA, US
    serp_jobs.job_card.full_time
    Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes.Maintain store recovery standards to deliver...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Customer Experience Manager

    Customer Experience Manager

    Home Depot (Management) • Nashua, NH, US
    serp_jobs.job_card.full_time
    With a career at The Home Depot, you can be yourself and also be part of something bigger.Customer Experience Managers (CXM) are members of the store leadership team that oversees execution of stor...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    CUSTOMER EXPERIENCE MANAGER (FULL TIME)

    CUSTOMER EXPERIENCE MANAGER (FULL TIME)

    Michaels • Everett, MA, US
    serp_jobs.job_card.full_time +1
    Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes.Maintain store recovery standards to deliver...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted