Lead Guest Experience Host

Heritage Hotels & Resorts is New Mexico's premier locally owned hospitality group known for its dedication to celebrating culture, place, and people through exceptional guest experiences. With a collection of luxury hotels and award-winning restaurants, Heritage Hotels & Resorts prides itself on authentic storytelling, exceptional service, and deep community pride. Each property within the group is designed to reflect the unique heritage and character of New Mexico, creating a genuine connection between guests and the local culture. As a company, Heritage is committed not only to delivering exceptional hospitality but also to caring for its guests, team members, and surrounding neighborhoods with great intention and respect. The organization fosters a supportive and people-first culture deeply rooted in New Mexico pride and has built a reputation for being more than just a hospitality provider — it is a community partner and a standard-bearer for excellence within the industry.

This role is for a Full-time Guest Experience Lead at Heritage Hotels & Resorts, offered at an hourly wage of $17.50 to $19.50. The Guest Experience Lead position is vital in ensuring that the hotel’s high standards for service are not only met but consistently elevated in real time. Serving as a visible leader on the floor, the person in this role directly influences the quality, energy, and execution of guest interactions from arrival until departure. The Lead listens attentively to guest needs, resolves challenges proactively, and reinforces team expectations through hands-on leadership. They work closely with various departments such as housekeeping, concierge, and food and beverage to ensure seamless guest experiences. Additionally, this leadership position supports daily shift operations, coordinates team coverage, and provides direct coaching and feedback to Guest Experience Hosts. The role requires an individual who enjoys multitasking in a fast-paced environment while maintaining a high attention to detail and a commitment to luxury hospitality standards. Beyond operational duties, the Guest Experience Lead also acts as the first point of contact for escalated guest concerns and facilitates personalized service such as VIP arrivals and special guest requests. This role is perfect for a hospitality professional who values collaboration, guest satisfaction, and community involvement, and who is looking to grow within a high-performing, supportive team environment at one of New Mexico’s most respected hospitality groups.