Guest Experience Coordinator

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. 

The Newbury Boston at One Newbury Street, located in the premier shopping and dining neighborhood of Boston's Back Bay is an iconic property originally opened in 1927 as one of the first Ritz-Carlton hotels in the U.S. and most recently was the Taj Boston. The building was recently transformed into a 286-room luxury hotel with 16,000-sq-ft of stunning event spaces, signature dining experiences and a reimagined front entrance on Newbury Street.

The Guest Experience Coordinatoris responsible for the coordination, delivery, and retrieval of amenities, ensuring seamless execution while maintaining a high level of guest interaction. This role requires a professional demeanor, strong organizational skills, and the ability to engage with guests in a polished and service-oriented manner.

Additionally, the Guest Experience Coordinator will assist with administrative tasks as assigned and must be comfortable transporting and occasionally serving alcoholic beverages in compliance with hotel policies and legal regulations.

This is a physically demanding role that requires the ability to lift up to 50 lbs, stand for 6+ hours per shift, and move efficiently throughout the property.

• Coordinate the delivery and retrieval of amenities, ensuring accuracy and timeliness.
• Ensure all amenities are beautifully presented and meet brand standards before delivery.
• Interact with guests professionally and attentively, ensuring requests are fulfilled seamlessly.
• Transport and occasionally serve alcoholic beverages in accordance with hotel policies and legal guidelines.
• Work closely with other departments (F&B, Housekeeping, Front Office) to maintain exceptional guest experiences.
• Maintain accurate records of amenity deliveries and guest preferences for future reference.
• Assist with administrative tasks as assigned, including tracking guest feedback and special requests.
• Attend all required meetings and training sessions.
• Perform additional tasks as assigned by management to enhance the guest experience.

This position requires a high level of physical stamina, attention to detail, and guest interaction. The Guest Experience Coordinator plays a key role in enhancing guest stays by providing seamless and personalized service.

Education & Experience: 

• High school diploma or equivalent required.
• Minimum of 1 year of experience in a guest-facing, customer service-oriented role (hotel or luxury setting preferred).
• Previous experience handling amenities, VIP services, or guest engagement in a hospitality setting is highly desirable.
• Knowledge of responsible alcohol service guidelines preferred.

Physical Requirements:

• Ability to stand and move for 6+ hours per shift.
• Must be able to lift and transport up to 50 lbs.
• Comfortable handling, transporting, and occasionally serving alcoholic beverages.
• This is a physically active role requiring frequent walking, lifting, and interaction with guests.

General Requirements:

• Maintain a warm, friendly, and polished demeanor at all times.
• Must communicate effectively in English, both verbally and in writing, with guests and team members in a professional and eloquent manner.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Maintain a high standard of personal appearance and grooming in line with luxury hospitality expectations.
• Demonstrate initiative and problem-solving skills to anticipate and fulfill guest needs.
• Must be detail-oriented and capable of handling confidential information.
• Comply with all hotel policies and procedures to uphold service excellence.
• Must be proficient with Microsoft Office and internal hotel systems as required.