Lead Guest Experience Host

Heritage Hotels & Resorts is a distinguished hospitality group based in New Mexico, renowned for being the state's premier locally owned company in the luxury hotel and resort sector. Founded on a deep respect for culture, place, and people, Heritage Hotels & Resorts stands out for its commitment to authentic storytelling, exceptional service, and community involvement. The company operates several luxury hotels and award-winning restaurants, each designed to provide guests with immersive experiences that celebrate the unique heritage of New Mexico. With a strong emphasis on care, Heritage Hotels & Resorts nurtures not just its guests but also its employees and the local neighborhoods, fostering lasting relationships and a profound sense of community pride. This dedication has positioned Heritage Hotels & Resorts as a leader in the hospitality industry, continuously attracting visitors who seek a blend of luxury and cultural authenticity.

The role of Guest Experience Lead at Heritage Hotels & Resorts is a vital position that directly impacts guest satisfaction and service quality. This role is designed for an individual who thrives on leadership, possesses excellent interpersonal skills, and is passionate about creating memorable guest experiences. As a visible leader on the floor, the Guest Experience Lead ensures that service standards are not only met but are elevated consistently in real-time. They act as the first point of contact for escalated guest needs and service recovery, playing a crucial role in maintaining the high standards of the brand. This position offers a unique opportunity to influence the quality, energy, and execution of the guest experience by supporting and coaching team members, coordinating shift operations, and partnering with multiple departments such as housekeeping, concierge, and food and beverage.

The ideal candidate for this role will have a strong leadership presence, exceptional guest service skills, and the ability to multitask in a fast-paced environment. They will be responsible for ensuring adherence to service standards, providing real-time skill coaching, and contributing to a welcoming and high-performing team environment. Additionally, the Guest Experience Lead will assist with VIP arrivals, manage special guest requests, and help onboard and train new team members. This position is pivotal in upholding the Heritage Hotels & Resorts' reputation for luxury hospitality and community-focused service. Working with Heritage Hotels & Resorts means joining a supportive, people-first culture rooted deeply in New Mexico pride and community values, with access to competitive pay, comprehensive benefits, and significant growth and development opportunities.