Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $16.00 - $18.25
Work Schedule
Flexible
Weekend Shifts
Night Shifts
Benefits
competitive pay
comprehensive benefits
25% 401k match
generous employee discounts
Complimentary meals during scheduled shifts
free employee parking
growth and development opportunities
Job Description
Heritage Hotels & Resorts is the premier locally owned hospitality group rooted deeply in the culture, place, and people of New Mexico. Established with a strong commitment to authenticity, Heritage Hotels & Resorts celebrates the beauty and history of the region through its luxury hotels and award-winning restaurants. The company prides itself on delivering exceptional service, authentic storytelling, and fostering community pride in each guest interaction. This dedication extends beyond the guests to include care for their team and neighborhoods, emphasizing a people-first approach that truly aims to make a meaningful impact through hospitality. Heritage Hotels & Resorts stands apart as a beacon of local pride and excellence in the hospitality industry, creating memorable experiences that connect guests to the unique spirit of New Mexico.
As a Guest Experience Host at Heritage Hotels & Resorts, your role is essential in crafting unforgettable and highly personalized experiences for guests from the moment they arrive until their departure. This position focuses on delivering refined customer service, thoughtful storytelling about the hotel's inspiration, and exceptional care to ensure every guest feels valued, welcomed, and deeply connected to the distinct Heritage experience. You will play a critical role in upholding the company’s reputation by maintaining professional and positive interactions with both guests and coworkers. By working closely with back-of-house teams, you ensure that all guest needs and requests are met promptly and efficiently.
Your responsibilities include welcoming guests and introducing them to the unique accommodation stories, handling guest inquiries with confidentiality, and delivering seamless and elegant service at all times. The role requires strong situational awareness to anticipate guest needs and respond proactively, making sure every detail enhances the guest's stay. Furthermore, you will provide informed recommendations about hotel events, amenities, local attractions, and dining options, helping guests immerse themselves in the local culture and surroundings. Highlighting special occasions such as weddings, birthdays, or anniversaries is another vital aspect of this role, allowing you to coordinate thoughtful upgrades and amenities to enhance the guests' celebrations.
Beyond guest engagement, safeguarding company assets and confidential information is of utmost importance. Adherence to company safety policies and maintaining a clean and organized work environment is expected. This role offers an exciting opportunity for candidates with a passion for luxury or high-volume hospitality environments who thrive in dynamic and fast-paced settings. Heritage Hotels & Resorts also values professional growth, offering competitive pay and comprehensive benefits including a 25% 401k match, generous employee discounts across all affiliated properties, complimentary meals during shifts, free parking, and a supportive culture grounded in New Mexico’s community values. If you are eager to create elevated guest experiences and be part of a vibrant hospitality family, this role provides the perfect platform to flourish.
As a Guest Experience Host at Heritage Hotels & Resorts, your role is essential in crafting unforgettable and highly personalized experiences for guests from the moment they arrive until their departure. This position focuses on delivering refined customer service, thoughtful storytelling about the hotel's inspiration, and exceptional care to ensure every guest feels valued, welcomed, and deeply connected to the distinct Heritage experience. You will play a critical role in upholding the company’s reputation by maintaining professional and positive interactions with both guests and coworkers. By working closely with back-of-house teams, you ensure that all guest needs and requests are met promptly and efficiently.
Your responsibilities include welcoming guests and introducing them to the unique accommodation stories, handling guest inquiries with confidentiality, and delivering seamless and elegant service at all times. The role requires strong situational awareness to anticipate guest needs and respond proactively, making sure every detail enhances the guest's stay. Furthermore, you will provide informed recommendations about hotel events, amenities, local attractions, and dining options, helping guests immerse themselves in the local culture and surroundings. Highlighting special occasions such as weddings, birthdays, or anniversaries is another vital aspect of this role, allowing you to coordinate thoughtful upgrades and amenities to enhance the guests' celebrations.
Beyond guest engagement, safeguarding company assets and confidential information is of utmost importance. Adherence to company safety policies and maintaining a clean and organized work environment is expected. This role offers an exciting opportunity for candidates with a passion for luxury or high-volume hospitality environments who thrive in dynamic and fast-paced settings. Heritage Hotels & Resorts also values professional growth, offering competitive pay and comprehensive benefits including a 25% 401k match, generous employee discounts across all affiliated properties, complimentary meals during shifts, free parking, and a supportive culture grounded in New Mexico’s community values. If you are eager to create elevated guest experiences and be part of a vibrant hospitality family, this role provides the perfect platform to flourish.
Job Requirements
- High school diploma or equivalent required
- 0-2 years of guest-facing hospitality or customer service experience, or equivalent education
- Luxury or high-volume hospitality experience preferred
- Exceptional guest service skills with a passion for creating elevated guest experiences
- Strong interpersonal and communication skills with the ability to engage confidently with guests and team members
- Demonstrated emotional intelligence and ability to anticipate and respond to guest needs
- Ability to remain professional and composed in a fast-paced environment
- Strong attention to detail with developing problem-solving skills
- Basic proficiency or ability to quickly learn reservation systems, POS systems, and Microsoft/Google platforms
- Ability to stand for extended periods and lift, push, pull, and carry up to 25 pounds
- Flexible availability, including nights, weekends, and holidays
Job Qualifications
- High school diploma or equivalent
- 0–2 years of guest-facing hospitality or customer service experience or equivalent education
- Luxury or high-volume hospitality experience preferred
- Exceptional guest service skills with a passion for creating elevated guest experiences
- Strong interpersonal and communication skills with the ability to engage confidently with guests and team members
- Demonstrated emotional intelligence and ability to anticipate and respond to guest needs
- Ability to remain professional and composed in a fast-paced environment
- Strong attention to detail with developing problem-solving skills
- Basic proficiency or ability to quickly learn reservation systems, POS systems and Microsoft/Google platforms
Job Duties
- Maintain a high level of positive and professional interaction with coworkers and guests
- Work closely with back of house teams to ensure all guest needs and requests are fulfilled
- Maintain a strong focus on guest experience and base decisions on exceeding expectations especially when resolving concerns or complaints
- Welcome guests into the unique accommodation experience of Heritage by articulating the story, inspiration and mindset of the property
- Deliver refined seamless service while maintaining the highest level of confidentiality for guest safety and comfort
- Provide knowledgeable recommendations regarding hotel events, amenities, local attractions, restaurants and experiences
- Maintain the utmost care and confidentiality with all guest information
- Acknowledge special occasions including weddings, birthdays and anniversaries and coordinate room upgrades and amenities when applicable
- Anticipate guest needs and respond with proactive thoughtful service
- Follow all company safety and security policies and procedures
- Maintain a clean, organized work area and professional appearance in compliance with uniform and grooming standards
- Protect company assets and maintain confidentiality of proprietary, client and guest information
- Perform other duties consistent with the functions of this position as needed at the property
Job Criteria
Experience
Entry Level (1-2 years)
Job Location
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