Guest Experience Manager

Description

About Heritage Companies

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 lead with heart and believe hospitality can make a meaningful impact, we invite you to join the Heritage family.

Why This Role Matters

We are seeking a Guest Experience Manager who will serve as the driving force behind every arrival, departure, and first impression within the hotel. This role is critical to creating a seamless, elevated guest journey—where operational excellence meets genuine, personalized hospitality. By leading Front Desk, Valet, and Bell Services, this leader ensures consistency in service delivery, anticipates guest needs, and transforms everyday interactions into memorable experiences. Through strong team development, thoughtful problem-solving, and cross-functional collaboration, the Guest Experience Manager not only enhances guest satisfaction but also strengthens the hotel’s reputation, drives loyalty, and supports overall operational and financial success.

What You’ll Do

• 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.

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!
• Enjoy complimentary meals during scheduled work shifts!
• Free employee parking!
• Growth and development opportunities!
• Inclusive, people-first culture!

HC3

Requirements

• 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.