Guest Experience Host

Albuquerque, NM, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $14.00 - $17.00

Work Schedule

Flexible

Weekend Shifts

Night Shifts

Benefits

competitive pay

401k Match

Employee Discounts

Complimentary Meals

Free parking

growth opportunities

Supportive culture

Job Description

Heritage Hotels & Resorts stands as New Mexico's premier locally owned hospitality group, renowned for its deep appreciation and respect for culture, place, and people. Rooted in authentic storytelling and delivering exceptional service, Heritage Hotels & Resorts offers luxury accommodations and award-winning dining experiences that reflect the rich heritage and community pride of the region. Each property within the Heritage group is crafted to provide guests with a unique sense of place, ensuring that every visit is imbued with meaningful connections and memorable moments. As a company, Heritage Hotels & Resorts is committed to caring not only for their guests but also for their team and the neighborhoods they serve, fostering a culture of integrity and community engagement.

The role of Guest Experience Host at Heritage Hotels & Resorts is integral to delivering the distinctive service standard that the brand is known for. This position focuses on creating personalized and memorable experiences for guests from the moment of arrival to departure. The Guest Experience Host embodies the spirit of hospitality by offering refined service, thoughtful storytelling, and an authentic welcoming atmosphere that helps guests feel valued and deeply connected to the Heritage experience. The role requires a warm, engaging presence and an ability to anticipate guest needs proactively, addressing any concerns or special requests with exceptional care and professionalism.

As a Guest Experience Host, you will act as the face of the Heritage Hotels & Resorts brand, welcoming guests into a world that celebrates tradition, culture, and community pride. This position demands outstanding interpersonal skills and an ability to work seamlessly with back-of-house teams to ensure all guest needs are satisfied efficiently and with grace. Responsibilities include providing knowledgeable recommendations about hotel events, amenities, local attractions, and dining experiences, as well as acknowledging and coordinating special occasions like weddings, birthdays, and anniversaries to create unforgettable celebrations.

This position highlights the importance of confidentiality and guest safety, requiring hosts to maintain a high level of discretion while delivering refined, seamless service. Working at Heritage Hotels & Resorts means joining a people-first culture committed to New Mexico pride and community spirit, offering competitive pay, comprehensive benefits, opportunities for growth and development, and a supportive environment for all employees. If you are passionate about hospitality and eager to contribute to a luxury hotel experience that truly makes a difference for guests and the community, this role promises a fulfilling and rewarding career path.

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
Ability to stand for extended periods and lift, push, pull, and carry up to 25 pounds
Flexible availability, including nights, weekends, and holidays

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