Guest Experience Host

Heritage Hotels & Resorts•Taos, NM

11d

About The Position

Heritage Hotels & Resorts is seeking a dedicated Guest Experience Host to create meaningful, memorable, and personalized guest experiences from arrival through departure. The role delivers refined service, thoughtful storytelling, and exceptional care so guests feel welcomed, valued, and connected to the Heritage experience. The Host works with coworkers and back-of-house teams to fulfill guest needs, provides recommendations about property offerings and local experiences, and responds thoughtfully to concerns. The position also involves maintaining guest confidentiality, following safety and security procedures, keeping the work area clean and organized, and meeting appearance standards.

Requirements

High school diploma or equivalent.
0–2 years of guest-facing hospitality or customer service experience, or equivalent education.
Exceptional guest service skills and a passion for creating elevated guest experiences.
Strong interpersonal and communication skills, with the ability to engage confidently with guests and team members.
Emotional intelligence and the ability to anticipate and respond to guest needs.
Ability to remain professional and composed in a fast-paced environment.
Strong attention to detail and developing problem-solving skills.
Basic proficiency with, or the ability to quickly learn, reservation systems, POS systems, and Microsoft or 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.

Nice To Haves

Luxury or high-volume hospitality experience.

Responsibilities

Maintain positive and professional interactions with coworkers and guests.
Work closely with back-of-house teams to fulfill guest needs and requests.
Prioritize the guest experience and seek to exceed expectations, particularly when resolving concerns or complaints.
Welcome guests by explaining the property’s story, inspiration, and approach.
Deliver refined, seamless service while maintaining guest confidentiality and supporting guest safety and comfort.
Provide knowledgeable recommendations about hotel events, amenities, local attractions, restaurants, and experiences.
Acknowledge special occasions such as weddings, birthdays, and anniversaries, and coordinate room upgrades and amenities when applicable.
Anticipate guest needs and respond with proactive, thoughtful service.
Follow 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 the confidentiality of proprietary, client, and guest information.
Perform other duties consistent with the position as needed at the property.