Lead Guest Experience Host

The Clyde Hotel•Albuquerque, NM

2d•$18 - $20

About The Position

Heritage Hotels & Resorts is hiring a Lead Guest Experience Host to help deliver and continually elevate the guest experience. As a visible leader on the floor, this role supports daily shift operations, guides Guest Experience Hosts, resolves escalated guest concerns, and reinforces service standards through example and real-time coaching. The position works with other departments to provide seamless, personalized service and helps create a welcoming, high-performing environment.

Requirements

Strong leadership presence and the ability to influence and guide others.
Exceptional guest service skills and a passion for luxury hospitality.
Strong problem-solving skills and the ability to handle guest concerns professionally.
Excellent communication and interpersonal skills.
Ability to multitask and remain composed in a fast-paced environment.
High attention to detail and service consistency.
High school diploma or equivalent.
At least 6 months of hospitality or guest service experience.
Current New Mexico driver's license with an insurable driving record.
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

Lead by example by consistently delivering refined, personalized guest service.
Support daily shift operations and assist with coordinating team coverage and workflow.
Serve as the first point of contact for escalated guest needs, concerns, and service recovery.
Provide real-time coaching, feedback, and support to Guest Experience Hosts.
Ensure adherence to service standards, brand expectations, and operational procedures.
Partner with housekeeping, concierge, food and beverage, and other departments to support seamless guest experiences.
Assist with VIP arrivals, special requests, and personalized guest touches.
Monitor lobby presence, guest flow, and ambiance to maintain a welcoming environment.
Support onboarding and training of new team members.
Communicate daily operations, challenges, and opportunities to leadership.
Maintain confidentiality and follow safety and security protocols.
Perform other duties as assigned in keeping with the needs of the property.