Luxury Guest Experience Lead: Front Desk & VIP Service

Heritage Hotels & Resorts, Inc.; Santa Fe (NM); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive pay

401k match (25%)

Employee discounts across heritage pam

Free meals during shifts

Free employee parking

Growth and development opportunities

Inclusive, people-first culture

Job summary

Heritage Hotels & Resorts, Inc. is seeking a Guest Experience Manager to lead front desk, valet, and bell services, delivering an elevated guest journey. You will guide staffing, coordinate with Housekeeping and F&B, and drive service excellence across the rooms division.

The role requires strong leadership, PMS proficiency, and a track record of resolving guest issues with a calm, proactive approach. Evening, weekend, and holiday availability is expected.

Qualifications

• Requires exceptional interpersonal and communication skills.
• Demonstrated leadership ability in high-visibility, guest-facing hotel environments.
• Proficiency in front desk operations, valet and bell services coordination.
• Experience with property management systems and guest service technology platforms.

Responsibilities

• Foster a professional, welcoming, and service-driven culture with guests and team members.
• Oversee daily front desk, valet, and bell operations for smooth arrivals and departures.
• Ensure staffing levels align with occupancy forecasts and events.
• Maintain high standards for lobby presentation and guest greeting.
• Lead daily stand-up meetings for VIP arrivals and service priorities.
• Monitor guest satisfaction metrics and identify improvement opportunities.
• Respond promptly to guest concerns and service recovery situations.
• Collaborate with Housekeeping, Facilities, Sales, and Food & Beverage for seamless transitions.
• Ensure adherence to standards, cash-handling, safety, and data privacy requirements.
• Oversee PMS, key control procedures, and transportation coordination.
• Support recruitment, onboarding, training, and team development.
• Monitor labor costs and departmental expenses against budget.
• Model professional appearance and maintain discretion with VIP guests.
• Perform other related duties as assigned.

Skills

Interpersonal skills

Leadership

Front desk operations

PMS proficiency

Problem solving

Conflict resolution

Decision making

Organizational skills

Data interpretation

Labor planning

Education

Bachelor's degree in Hospitality/Business

Tools

PMS

POS systems

Guest service technology

Job description

Heritage Hotels & Resorts, Inc. is seeking a Guest Experience Manager to lead front desk, valet, and bell services, delivering an elevated guest journey. You will guide staffing, coordinate with Housekeeping and F&B, and drive service excellence across the rooms division.

The role requires strong leadership, PMS proficiency, and a track record of resolving guest issues with a calm, proactive approach. Evening, weekend, and holiday availability is expected.