Guest Experience Host

Heritage Hotels & Resorts, Inc.; Albuquerque (NM); Hybrid; USD 18,000 - 25,000; Full time

Benefits offered by this job

401k match

Employee discounts

Complimentary meals

Free employee parking

Growth opportunities

Job summary

Heritage Hotels & Resorts seeks a Guest Experience Host to deliver personalized service from arrival to departure in our Albuquerque properties. You will help guests feel welcomed, valued, and deeply connected to the Heritage experience, articulating the property's story and offering knowledgeable recommendations on events, amenities, and local attractions.

This role emphasizes refined service, confidentiality, and proactive guest care, with nights, weekends, and holidays required.

Qualifications

• 0–2 years of guest-facing hospitality or customer service experience.
• Luxury or high-volume hospitality experience preferred.
• Ability to engage confidently with guests and team members.
• Excellent guest service skills with a passion for elevating experiences.
• Ability to learn reservation and POS systems quickly.

Responsibilities

• Maintain a high level of positive, professional interaction with guests and coworkers.
• Collaborate with back-of-house teams to fulfill guest needs and requests.
• Focus on guest experience and resolve concerns with exceptional care.
• Articulate Heritage's story, inspiration, and property mindset to guests.
• Deliver refined, seamless service with strict confidentiality for guest safety.
• Recommend hotel events, amenities, local attractions, and dining options.
• Protect guest information and handle sensitive data confidentially.
• Acknowledge special occasions and coordinate upgrades when applicable.
• Anticipate guest needs and respond with proactive service.
• Follow all safety policies and maintain neat, professional appearance.

Skills

Guest service excellence

Interpersonal communication

Conflict resolution

Attention to detail

Flexibility

Education

High school diploma or equivalent

Tools

Reservation systems

POS systems

Microsoft Office

Google Workspace

Job description

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

We are seeking a dedicated Guest Experience Host to join our team. In this role, you create meaningful, memorable and highly personalized guest experiences from arrival through departure. Your ability to deliver refined service, thoughtful storytelling and exceptional care ensures every guest feels welcomed, valued and deeply connected to the Heritage experience.

What You’ll Do

• Maintain a high level of positive and professional interaction with coworkers and guests.
• Work closely with back of house teams to ensure all guest needs and requests are fulfilled.
• Maintain a strong focus on guest experience and base decisions on exceeding expectations especially when resolving concerns or complaints.
• Welcome guests into the unique accommodation experience of Heritage by articulating the story, inspiration and mindset of the property.
• Deliver refined seamless service while maintaining the highest level of confidentiality for guest safety and comfort.
• Provide knowledgeable recommendations regarding hotel events, amenities, local attractions, restaurants and experiences.
• Maintain the utmost care and confidentiality with all guest information.
• Acknowledge special occasions including weddings, birthdays and anniversaries and coordinate room upgrades and amenities when applicable.
• Anticipate guest needs and respond with proactive thoughtful service.
• Follow all company safety and security policies and procedures.
• Maintain a clean, organized work area and professional appearance in compliance with uniform and grooming standards.
• Protect company assets and maintain confidentiality of proprietary, client and guest information.
• Perform other duties consistent with the functions of this position as needed at 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

• High school diploma or equivalent required.
• 0–2 years of guest-facing hospitality or customer service experience, or equivalent education.
• Luxury or high-volume hospitality experience preferred.
• Exceptional guest service skills with a passion for creating elevated guest experiences.
• Strong interpersonal and communication skills with the ability to engage confidently with guests and team members.
• Demonstrated emotional intelligence and ability to anticipate and respond to guest needs.
• Ability to remain professional and composed in a fast-paced environment.
• Strong attention to detail with developing problem-solving skills.
• Basic proficiency or ability to quickly learn reservation systems, POS systems, and Microsoft/Google platforms.
• Ability to stand for extended periods and lift, push, pull, and carry up to 25 pounds.
• Flexible availability, including nights, weekends, and holidays.