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Job Overview
Employment Type
Full-time
Compensation
Salary
Exact $60,000.00
Work Schedule
Flexible
Day Shifts
Weekend Shifts
Benefits
competitive pay
401k Match
Employee Discounts
Complimentary Meals
Free parking
growth opportunities
Inclusive culture
Job Description
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... Show More
Job Requirements
- Exceptional interpersonal and communication skills
- Demonstrated leadership in guest-facing hotel environments
- Strong understanding of front desk, valet, and bell services operations
- Proficiency in property management systems and guest service technology
- Strong problem-solving and conflict-resolution skills
- Ability to make operational decisions that balance guest satisfaction with business needs
- Highly organized with multitasking abilities
- Ability to interpret occupancy data and guest feedback
- Financial awareness including labor planning and expense oversight
- Commitment to elevated hospitality service standards
- Ability to maintain discretion in VIP guest situations
- Proven ability to develop guest-facing teams
- Flexibility to work evenings, weekends, and holidays
- Bachelor's degree in Hospitality, Business, or related field or equivalent experience
Job Qualifications
- Exceptional interpersonal and communication skills with the ability to engage confidently with diverse and discerning guests
- Demonstrated leadership ability in high-visibility, guest-facing hotel environments
- Strong understanding of front desk operations, valet logistics, bell services, and overall rooms division coordination
- Proficiency in property management systems (PMS), point-of-sale systems, and guest service technology platforms
- Strong problem-solving and conflict-resolution skills with a calm, solution-oriented approach
- Ability to make real-time operational decisions that balance guest satisfaction with business needs
- Highly organized with the ability to manage multiple service touchpoints simultaneously
- Ability to interpret occupancy data, service metrics, and guest feedback to drive improvements
- Financial awareness including labor planning and expense oversight
- Commitment to luxury or elevated hospitality service standards
- Ability to maintain discretion and professionalism in VIP and high-profile guest situations
- Proven ability to coach, mentor, and develop guest-facing teams to achieve service excellence
- Flexibility to work evenings, weekends, and holidays as business demands require
- Bachelor's degree in Hospitality, Business, or related field preferred, or equivalent combination of education and experience
Job Duties
- Foster a professional, welcoming, and service-driven culture in all interactions with guests, visitors, and team members
- Oversee daily front desk, valet, and bell operations to ensure smooth arrivals, departures, and lobby flow
- Ensure appropriate staffing levels and scheduling coverage aligned with occupancy forecasts, group arrivals, and special events
- Maintain high standards for guest greeting, check-in/check-out efficiency, luggage handling, parking services, and overall lobby presentation
- Lead daily stand-up meetings to align teams on VIP arrivals, group movements, service priorities, and operational updates
- Monitor guest satisfaction metrics, online reviews, and internal feedback tools to identify trends and implement service improvements
- Respond promptly and professionally to guest concerns, service recovery situations, and escalations, ensuring resolution and follow-up
- Collaborate with housekeeping, facilities/maintenance, sales, and food & beverage teams to ensure seamless guest transitions and coordinated service delivery
- Ensure adherence to hotel standards, cash-handling procedures, safety protocols, and data privacy requirements
- Oversee guest service systems including property management systems (PMS), key control procedures, and transportation coordination
- Support recruitment, onboarding, training, and performance development of guest-facing team members in alignment with company policies and applicable employment regulations
- Monitor labor costs and operational expenses within the department to align with budget objectives
- Model professional appearance and conduct consistent with hotel and uniform standards
- Safeguard company assets and maintain confidentiality of guest and proprietary information
- Perform other related duties as assigned
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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