Job Description

About Heritage Hotels & Resorts

Heritage Hotels & Resorts is New Mexico’s premier locally owned hospitality group, built on a deep respect for culture, place and people. Our luxury hotels and award winning restaurants are rooted in authentic storytelling, exceptional service and community pride. We care for our guests, our team and our neighborhoods with the same intention. If you believe hospitality can make a meaningful impact, we invite you to join the Heritage family.

Why This Role Matters

This role matters because it ensures that service standards are not only met but consistently elevated in real time. As a visible leader on the floor, the Guest Experience Lead directly influences the quality, energy, and execution of the guest experience. By supporting team members, resolving challenges proactively, and reinforcing expectations through action, this role helps create a cohesive, high-performing environment where guests feel genuinely welcomed, cared for, and remembered.

What You’ll Do

• Lead by example through consistent delivery of refined, personalized guest service.
• Support daily shift operations and assist in coordinating team coverage and flow.
• Act as the first point of contact for escalated guest needs, concerns, or service recovery.
• Provide real-time coaching, feedback, and support to Guest Experience Hosts.
• Ensure adherence to service standards, brand expectations, and operational procedures.
• Partner with housekeeping, concierge, food and beverage, and other departments to ensure seamless guest experiences.
• Assist with VIP arrivals, special requests, and personalized guest touches.
• Monitor lobby presence, guest flow, and overall ambiance to maintain a welcoming environment.
• Support onboarding and training of new team members.
• Communicate effectively with leadership regarding daily operations, challenges, and opportunities.
• Maintain confidentiality and uphold all safety and security protocols.
• Other duties as assigned consistent with the needs of the property.

Why You’ll Love Working With Us

• Competitive pay and comprehensive benefits, including a 25% match for 401k
• Generous employee discounts across Heritage Hotels restaurants, spa, and retail
• Complimentary meals during scheduled shifts
• Free employee parking
• Growth and development opportunities
• Supportive people-first culture rooted in New Mexico pride and community

Requirements

• Strong leadership presence with the ability to influence and guide others.
• Exceptional guest service skills with a passion for luxury hospitality.
• Strong problem-solving skills and ability to handle guest concerns with professionalism.
• Excellent communication and interpersonal skills.
• Ability to multitask and remain composed in a fast-paced environment.
• High attention to detail and service consistency.
• High school diploma or equivalent required.
• High school diploma or equivalent required.
• Minimum of 6 months of hospitality or guest service experience required.
• Luxury or high-volume hospitality experience preferred.
• Current New Mexico driver’s license with an insurable driving record required.
• Ability to stand for extended periods and lift, push, pull, and carry up to 25 pounds.
• Flexible availability, including nights, weekends, and holidays.