Guest Experience Lead - Luxury Hotel & Resorts

The Clyde Hotel; Albuquerque (NM); Sur place; USD 40 000 - 60 000; Plein temps

Avantages offerts par ce poste

401k match

Employee discounts

Complimentary meals

Free employee parking

Résumé du poste

Heritage Hotels & Resorts in New Mexico is seeking a Guest Experience Lead to elevate service standards on the floor, lead by example, and ensure guests feel welcomed, cared for, and remembered.

You’ll support shift operations, coach team members, handle escalated guest needs, and collaborate with housekeeping, concierge, and F&B to deliver seamless experiences; a strong hospitality background and a passion for luxury service are required.

Qualifications

• Leadership presence with 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 professionally.
• Excellent communication and interpersonal skills.
• Ability to multitask and stay composed in a fast-paced environment.

Responsabilités

• Lead by example with refined, personalized guest service.
• Support daily shift operations and coordinate team coverage and flow.
• Act as first contact for escalated guest needs and service recovery.
• Provide real-time coaching and feedback to Guest Experience Hosts.
• Ensure adherence to service standards, brand expectations, and procedures.
• Collaborate with housekeeping, concierge, F&B and other departments for seamless experiences.
• Assist with VIP arrivals and personalized guest touches.
• Monitor lobby presence, guest flow and ambiance to maintain a welcoming environment.
• Support onboarding and training of new team members.
• Communicate daily operations and opportunities to leadership.
• Maintain confidentiality and safety protocols.

Connaissances

Leadership

Guest service

Problem solving

Communication

Multitasking

Attention to detail

Formation

High school diploma or equivalent

Description du poste

Heritage Hotels & Resorts in New Mexico is seeking a Guest Experience Lead to elevate service standards on the floor, lead by example, and ensure guests feel welcomed, cared for, and remembered.

You’ll support shift operations, coach team members, handle escalated guest needs, and collaborate with housekeeping, concierge, and F&B to deliver seamless experiences; a strong hospitality background and a passion for luxury service are required.