Guest Experience Host

Heritage-Hotels-Resorts; Santa Fe (NM); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

401k match

Employee discounts

Complimentary meals

Free employee parking

Growth opportunities

People-first culture

Job summary

Heritage Hotels & Resorts in Santa Fe, NM seeks a Guest Experience Host to craft memorable arrivals and departures with refined service and thoughtful storytelling.

You will collaborate with back-of-house teams, anticipate guest needs, coordinate special occasions, and uphold confidentiality while delivering top-tier hospitality.

Qualifications

• High school diploma or equivalent.
• 0–2 years of guest-facing hospitality or customer service experience.
• 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.

Responsibilities

• Maintain a high level of positive and professional interaction with coworkers and guests.
• Work closely with back of house teams to ensure guest needs and requests are fulfilled.
• Maintain a strong focus on guest experience and exceed expectations when resolving concerns.
• Welcome guests and articulate the property story, inspiration and mindset.
• Provide refined seamless service while maintaining guest confidentiality.
• Offer knowledgeable recommendations on hotel events, amenities, local attractions and experiences.
• Maintain confidentiality of all guest information.
• Acknowledge special occasions and coordinate room upgrades and amenities when applicable.
• Anticipate guest needs and respond with proactive service.
• Follow all safety and security policies and procedures.
• Keep a clean, organized work area and professional appearance.
• Protect assets and guest information confidentiality.
• Perform other duties as needed.

Skills

Guest service

Interpersonal communication

Emotional intelligence

Professionalism

Attention to detail

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.