Description

Position Purpose: The Lead Guest Experience Host sets the tone for the Heritage experience alongside all other Guest Experience Hosts, and is part of the main point of contact for duration of a guests stay. The Lead Guest Experience Hosts are expected to be professional consistent and energetic when they welcome the guests stay at a Heritage property. Our Guest Experience Hosts will articulate the story, inspiration, behind the experience of Heritage, while prioritizing and being mindful of the guests needs. The Lead Guest Experience Host is an essential support to the Front of House team in creating unforgettable experiences for guests.

Supervisory Responsibilities: Shift oversight of Guest Experience Hosts

Essential Duties and Functions/Responsibilities/Tasks:

• Maintain high level of positive and professional approach with coworkers and guests.
• Work with the back of house team in your venue to ensure that all guest requests are met.
• Maintain strong focus on the guest experience and base all of your decision making around making our guests happy, especially when resolving complaints.
• Welcome guests to the unique accommodation experience of Heritage by articulating the story, inspiration, and mindset of the property to our guests.
• Passionately deliver refined, seamless service, while upholding the highest level of confidentiality for the safety and comfort of each guest.
• Provide highly knowledgeable recommendations for guests about hotel events, amenities, local attractions, restaurants, etc.
• Maintain the upmost confidentiality and care with guest information.
• Acknowledge special occasions with guests; weddings, birthdays, anniversary, etc. further providing room upgrades and amenities when applicable.

Requirements

• Must be a passionate people person, as this job is highly interactive and requires superb customer service skills.
• Friendly and warm demeanor, excellent verbal communication and ability to multitask while maintaining poise.
• Competent with computer technology to easily learn reservation management system, the point of sale system to process payments, and Microsoft Office Suite for basic document manipulation and printing.
• Ability and willingness to work flexible hours including weekends, holidays and late nights.
• Ability to work on feet for eight hours or more.
• Must be able to lift/push/reach for/carry 25 pounds occasionally.
• 2 years or equivalent combination of education and experience; high volume guest-interfacing hospitality experience preferred.
• High school diploma or equivalent experience/training.

NM Safe Certified Hotelier, Inspiring Our Communities, & Celebrating Local Artisans.

Heritage Hotels & Resorts Inc. is an Equal Opportunity Employer.