Guest Experience Manager

Heritage Hotels & Resorts stands as New Mexico’s premier locally owned hospitality group, deeply rooted in a profound respect for culture, place, and people. With an impressive portfolio of luxury hotels and award-winning restaurants, the company embodies the essence of authentic storytelling, exceptional service, and community pride. The Heritage family prides itself on delivering not just accommodation and dining but immersive experiences that honor the rich heritage of the region and foster a welcoming environment for guests and team members alike. The organization is committed to caring for its guests, team, and neighborhoods with intention and heart, creating meaningful impacts through hospitality. Heritage Hotels & Resorts values leaders who bring empathy, dedication, and a passion for elevating guest experiences through genuine connection and operational excellence.

The Guest Experience Manager role at Heritage Hotels & Resorts is integral to orchestrating the seamless arrival, departure, and overall in-hotel journey of every guest. This position demands a dynamic leader who thrives at the intersection of operational oversight and personalized hospitality. As the driving force behind the Front Desk, Valet, and Bell Services, the Guest Experience Manager not only ensures consistent, high-quality service delivery across these crucial guest touchpoints but also anticipates and addresses guest needs proactively. By championing team development and fostering a service-driven culture, this role transforms routine interactions into memorable moments that enhance guest satisfaction, foster loyalty, and bolster the hotel’s reputation.

Beyond daily operational management, the Guest Experience Manager engages in thoughtful problem-solving and cross-departmental collaboration. They work closely with Housekeeping, Maintenance, Sales, and Food & Beverage teams to ensure that the guest journey is fluid and exceptional from start to finish. This role also oversees adherence to rigorous standards in guest greeting, safety protocols, cash handling, and data privacy, reflecting the company’s commitment to integrity and professionalism. A strategic mindset is essential, with responsibilities extending to labor cost monitoring, staffing alignment with occupancy forecasts, and the use of technology platforms such as property management systems and point-of-sale solutions. This is a leadership opportunity designed for a hospitality professional who is passionate about luxury service and capable of making real-time decisions that balance guest delight with business objectives.

Working at Heritage Hotels & Resorts offers more than just employment; it presents a chance to be part of a people-first culture that values diversity, inclusivity, and growth. Employees enjoy competitive compensation packages, comprehensive benefits including a generous 25% match for 401k, and exclusive discounts across the company’s hotels, restaurants, spas, and retail boutiques. Complimentary meals during shifts, free parking, and ample development opportunities make Heritage a highly desirable place to build a hospitality career. The company encourages those who lead with heart and believe in the transformative power of hospitality to join their team and contribute to creating extraordinary guest experiences that leave lasting impressions.