Guest Experience Manager

Heritage Hotels & Resorts is New Mexico's premier locally owned hospitality group, renowned for its deep respect for culture, place, and people. This luxury hospitality company operates a collection of distinguished hotels and award-winning restaurants that emphasize authentic storytelling, exceptional service, and community pride. The organization prides itself on offering an experience that goes beyond traditional hospitality, caring deeply for the guests, the team members, and the neighborhoods it serves. Heritage Hotels & Resorts is committed to creating meaningful experiences for its guests through shared values of respect, quality, and genuine engagement, making it a standout leader in the regional hospitality industry.

The role of Guest Experience Manager at Heritage Hotels & Resorts is a pivotal leadership position dedicated to elevating the guest journey from arrival to departure. This role entails managing and directing the Front Desk, Valet, and Bell Services, ensuring that every interaction reflects the highest standards of service and operational excellence. The ideal candidate will be responsible for fostering a welcoming and professional environment where attention to detail meets personalized hospitality. This position not only demands a proactive approach to guest satisfaction but also strategic oversight of staffing, operations, and cross-department collaboration. By championing team development, anticipating guest needs, and handling service recovery with grace, the Guest Experience Manager plays a crucial role in strengthening the hotel’s reputation, driving guest loyalty, and contributing to the company’s overall financial success.

In this role, the Guest Experience Manager will oversee daily operations to guarantee smooth arrivals and departures and maintain impeccable lobby presentation standards. Key responsibilities include managing appropriate staffing aligned with occupancy and events, conducting daily alignment meetings with team members to communicate priorities, monitoring guest feedback and satisfaction metrics, and swiftly addressing any issues or escalations. This leader collaborates closely with departments such as Housekeeping, Maintenance, Sales, and Food & Beverage to ensure a seamless guest experience. They uphold hotel standards, cash-handling protocols, safety measures, and data privacy policies, embodying the company’s commitment to excellence and integrity.

Heritage Hotels & Resorts offers competitive pay and comprehensive benefits, including a 25% 401k match, generous employee discounts across their hotels, restaurants, spas, and retail outlets, complimentary meals during work shifts, free employee parking, and opportunities for professional growth and development. The company’s inclusive and people-first culture values every team member and leader who joins the Heritage family. This is an exceptional opportunity for a hospitality professional passionate about luxury service standards and dedicated to making every guest interaction memorable and meaningful.