Lead Guest Experience — Elevate Luxury Hospitality

Heritage-Hotels-Resorts; Santa Fe (NM); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

401k matching

Employee discounts

Complimentary meals during shifts

Free employee parking

Growth opportunities

Job summary

Heritage Hotels & Resorts in Santa Fe, NM seeks a Guest Experience Lead to elevate service quality and guest satisfaction on the floor. You will mentor team members, respond to guest needs in real time, and uphold brand standards across departments to deliver memorable experiences.

The role requires strong leadership, exceptional guest service, and the ability to manage multiple tasks in a fast-paced environment. Benefits include 401k matching, discounts, and meals during shifts.

Qualifications

• Strong leadership presence to influence and guide others.
• Exceptional guest service skills with a luxury hospitality focus.
• Solid problem-solving skills for guest concerns and recovery.
• Excellent communication and interpersonal skills.
• Ability to multitask and stay composed in a fast-paced setting.
• High attention to detail and consistency in service.
• Flexible availability including nights, weekends and holidays.
• New Mexico driver’s license with insurable driving record.

Responsibilities

• Lead by example with refined, personalized guest service.
• Coordinate daily shift operations and team coverage.
• Be the first point of contact for escalated guest needs or recovery.
• Provide real-time coaching to Guest Experience Hosts.
• Ensure adherence to service standards and brand procedures.
• Collaborate with housekeeping, concierge, F&B for seamless guest experiences.
• Assist with VIP arrivals and personalized guest touches.
• Monitor lobby presence and overall ambiance to welcome guests.
• Support onboarding and training of new team members.
• Communicate daily operations and challenges to leadership.
• Maintain confidentiality and uphold safety protocols.

Skills

Leadership presence

Guest service

Problem-solving

Communication

Multitasking

Attention to detail

Flexible availability

Driving license

Education

High school diploma or equivalent

Job description

Heritage Hotels & Resorts in Santa Fe, NM seeks a Guest Experience Lead to elevate service quality and guest satisfaction on the floor. You will mentor team members, respond to guest needs in real time, and uphold brand standards across departments to deliver memorable experiences.

The role requires strong leadership, exceptional guest service, and the ability to manage multiple tasks in a fast-paced environment. Benefits include 401k matching, discounts, and meals during shifts.