Guest Experience Manager

Heritage Hotels & Resorts•Santa Fe, NM

About The Position

Heritage Hotels & Resorts is seeking a Guest Experience Manager to lead the hotel’s arrival, departure, and first-impression experience. The role oversees Front Desk, Valet, and Bell Services, ensuring consistent operations, personalized hospitality, and a seamless guest journey. The manager develops the team, addresses guest needs and concerns, collaborates across departments, and supports guest satisfaction, loyalty, the hotel’s reputation, and operational and financial success.

Requirements

Exceptional interpersonal and communication skills, including confidence engaging with diverse and discerning guests.
Demonstrated leadership in high-visibility, guest-facing hotel environments.
Strong understanding of front desk operations, valet logistics, bell services, and rooms division coordination.
Proficiency with property management systems (PMS), point-of-sale systems, and guest service technology platforms.
Strong problem-solving and conflict-resolution skills with a calm, solution-oriented approach.
Ability to make real-time operational decisions that balance guest satisfaction and business needs.
Strong organization and ability to manage multiple service touchpoints simultaneously.
Ability to interpret occupancy data, service metrics, and guest feedback to drive improvements.
Financial awareness, including labor planning and expense oversight.
Commitment to luxury or elevated hospitality service standards.
Ability to maintain discretion and professionalism in VIP and high-profile guest situations.
Proven ability to coach, mentor, and develop guest-facing teams.
Flexibility to work evenings, weekends, and holidays as business demands require.

Nice To Haves

Bachelor’s degree in Hospitality, Business, or a related field preferred; equivalent combination of education and experience is also accepted.

Responsibilities

Foster a professional, welcoming, service-driven culture with guests, visitors, and team members.
Oversee daily front desk, valet, and bell operations to support smooth arrivals, departures, and lobby flow.
Ensure staffing and scheduling coverage align with occupancy forecasts, group arrivals, and special events.
Maintain standards for guest greeting, check-in and check-out, luggage handling, parking services, and lobby presentation.
Lead daily stand-up meetings covering VIP arrivals, group movements, service priorities, and operational updates.
Monitor guest satisfaction metrics, online reviews, and internal feedback, and implement service improvements.
Respond to guest concerns, service recovery situations, and escalations; ensure resolution and follow-up.
Coordinate with Housekeeping, Facilities/Maintenance, Sales, and Food & Beverage for seamless guest transitions and service delivery.
Ensure compliance with hotel standards, cash-handling procedures, safety protocols, and data privacy requirements.
Oversee guest service systems, including property management systems, key control procedures, and transportation coordination.
Support recruitment, onboarding, training, and performance development of guest-facing team members in accordance with company policies and applicable employment regulations.
Monitor departmental labor costs and operational expenses in alignment with budget objectives.
Model professional appearance and conduct consistent with hotel and uniform standards.
Safeguard company assets and maintain confidentiality of guest and proprietary information.
Perform other related duties as assigned.