Lead Guest Experience Host

Heritage Hotels & Resorts•Albuquerque, NM

About The Position

Heritage Hotels & Resorts is seeking a Lead Guest Experience Host to help ensure service standards are consistently met and elevated. As a visible leader on the floor, this role influences the quality, energy, and execution of the guest experience by supporting team members, proactively resolving challenges, and reinforcing expectations through action. The position helps create a cohesive, high-performing environment where guests feel welcomed, cared for, and remembered. The Lead Guest Experience Host supports daily shift operations and team coordination, serves as a first contact for escalated guest needs, and coaches Guest Experience Hosts in real time. The role also collaborates with other departments, supports VIP arrivals and personalized guest requests, and helps maintain a welcoming lobby environment. This position requires at least six months of hospitality or guest service experience, a high school diploma or equivalent, a current New Mexico driver’s license with an insurable driving record, flexible availability, and the ability to handle the stated physical demands. The position is part-time and pays $17.50–$19.50 per hour.

Requirements

Strong leadership presence and ability to influence and guide others.
Exceptional guest service skills and a passion for luxury hospitality.
Strong problem-solving skills and 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 required.
Minimum of 6 months of hospitality or guest service experience required.
Current New Mexico driver’s license with an insurable driving record required.
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 preferred.

Responsibilities

Lead by example through consistent delivery of refined, personalized guest service.
Support daily shift operations and assist in coordinating team coverage and flow.
Act as the first point of contact for escalated guest needs, concerns, or 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 ensure seamless guest experiences.
Assist with VIP arrivals, special requests, and personalized guest touches.
Monitor lobby presence, guest flow, and overall ambiance to maintain a welcoming environment.
Support onboarding and training of new team members.
Communicate effectively with leadership regarding daily operations, challenges, and opportunities.
Maintain confidentiality and uphold all safety and security protocols.
Perform other duties as assigned consistent with the needs of the property.