Guest Experience Host

Heritage Hotels & Resorts•Albuquerque, NM

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 attentive 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 hotel events, amenities, local attractions, restaurants, and experiences, and helps acknowledge special occasions by coordinating room upgrades and amenities when applicable. The position also involves responding thoughtfully to guest concerns, maintaining confidentiality and safety, following company policies, and keeping a clean, organized work area and professional appearance. The position pays $14–$17 per hour.

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 in, or ability to quickly learn, reservation systems, POS systems, and Microsoft/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.
Focus on exceeding guest expectations, especially when resolving concerns or complaints.
Explain the property's story, inspiration, and mindset to guests.
Deliver refined, seamless service while maintaining guest confidentiality.
Recommend hotel events, amenities, local attractions, restaurants, and experiences.
Acknowledge special occasions 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 confidentiality of proprietary, client, and guest information.
Perform other duties consistent with the position as needed at the property.