Guest Experience Manager

Heritage Hotels & Resorts • Albuquerque, NM

1d • Onsite

About The Position

Heritage Hotels & Resorts is New Mexico’s premier locally owned hospitality group, built on a deep respect for culture, place, and people. Their luxury hotels and award-winning restaurants are rooted in authentic storytelling, exceptional service, and community pride, caring for guests, team, and neighborhoods. The Guest Experience Manager is the driving force behind every arrival, departure, and first impression, critical to creating a seamless, elevated guest journey where operational excellence meets genuine, personalized hospitality. This role leads Front Desk, Valet, and Bell Services, ensuring consistency in service delivery, anticipating guest needs, and transforming interactions into memorable experiences. Through strong team development, thoughtful problem-solving, and cross-functional collaboration, the manager enhances guest satisfaction, strengthens the hotel’s reputation, drives loyalty, and supports overall operational and financial success.

Requirements

• Exceptional interpersonal and communication skills with the ability to engage confidently with diverse and discerning guests.
• Demonstrated leadership ability in high-visibility, guest-facing hotel environments.
• Strong understanding of front desk operations, valet logistics, bell services, and overall rooms division coordination.
• Proficiency in 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 with business needs.
• Highly organized with the 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 to achieve service excellence.
• Flexibility to work evenings, weekends, and holidays as business demands require.

Nice To Haves

• Bachelor’s degree in Hospitality, Business, or related field preferred, or equivalent combination of education and experience.

Responsibilities

• Foster a professional, welcoming, and service-driven culture in all interactions with guests, visitors, and team members.
• Oversee daily front desk, valet, and bell operations to ensure smooth arrivals, departures, and lobby flow.
• Ensure appropriate staffing levels and scheduling coverage aligned with occupancy forecasts, group arrivals, and special events.
• Maintain high standards for guest greeting, check-in/check-out efficiency, luggage handling, parking services, and overall lobby presentation.
• Lead daily stand-up meetings to align teams on VIP arrivals, group movements, service priorities, and operational updates.
• Monitor guest satisfaction metrics, online reviews, and internal feedback tools to identify trends and implement service improvements.
• Respond promptly and professionally to guest concerns, service recovery situations, and escalations, ensuring resolution and follow-up.
• Collaborate with Housekeeping, Facilities/Maintenance, Sales, and Food & Beverage teams to ensure seamless guest transitions and coordinated service delivery.
• Ensure adherence to hotel standards, cash-handling procedures, safety protocols, and data privacy requirements.
• Oversee guest service systems including property management systems (PMS), key control procedures, and transportation coordination.
• Support recruitment, onboarding, training, and performance development of guest-facing team members in alignment with company policies and applicable employment regulations.
• Monitor labor costs and operational expenses within the department to align 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.

Benefits

• Competitive pay and comprehensive benefits including a 25% match for 401k!
• Generous employee discounts across Heritage Hotels, restaurants, spa and retail!
• Enjoy complimentary meals during scheduled work shifts!
• Free employee parking!
• Growth and development opportunities!
• Inclusive, people-first culture!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees