Luxury Guest Experience Lead

Heritage Hotels & Resorts, Inc.; Albuquerque (NM); Presencial; USD 25 000 - 36 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

401k matching

Employee discounts

Complimentary meals

Free employee parking

Growth opportunities

People-first culture

Resumo da oferta

Heritage Hotels & Resorts in Albuquerque seeks a Guest Experience Lead to elevate on-site service and guest satisfaction. You will model superior service, coach hosts, and ensure a cohesive, welcoming environment across our luxury properties.

Responsibilities include coordinating daily shifts, handling escalations, collaborating with housekeeping, concierge, and F&B, and guiding new hires to uphold brand standards and safety protocols.

Qualificações

• High school diploma or equivalent required.
• Minimum of 6 months hospitality or guest service experience.
• Luxury or high-volume hospitality experience preferred.

Responsabilidades

• Lead by example through refined, personalized guest service.
• Support daily shift operations and coordinate team coverage and flow.
• Act as first point of contact for escalated guest needs or service recovery.
• Provide real-time coaching and support to Guest Experience Hosts.
• Ensure adherence to service standards and brand expectations.
• Collaborate with housekeeping, concierge, F&B, and other departments.
• Assist with VIP arrivals, special requests, and personalized touches.
• Monitor lobby presence, guest flow, and ambiance.
• Support onboarding and training of new team members.
• Communicate daily operations, challenges, and opportunities to leadership.

Conhecimentos

Leadership presence

Guest service

Problem-solving

Communication

Multitasking

Attention to detail

Formação académica

High school diploma or equivalent

Ferramentas

Driver's license

Descrição da oferta de emprego

Heritage Hotels & Resorts in Albuquerque seeks a Guest Experience Lead to elevate on-site service and guest satisfaction. You will model superior service, coach hosts, and ensure a cohesive, welcoming environment across our luxury properties.

Responsibilities include coordinating daily shifts, handling escalations, collaborating with housekeeping, concierge, and F&B, and guiding new hires to uphold brand standards and safety protocols.