Description

Position Purpose: The Guest Experience Director and their team helps sets the tone for the Heritage experience as the main points of contact for duration of a guests stay. The Guest Experience Directors are expected to be professional consistent and energetic when they welcome the guests stay at a Heritage property. Our Guest Experience Manager and team will articulate the story, inspiration, behind the experience of Heritage, while prioritizing and being mindful of the guests needs. The Guest Experience Manager is an essential support to the Front of House team in creating unforgettable experiences for guests.

Supervisory Responsibilities: Lead Guest Experience Hosts, Guest Experience Hosts, Bellman, Valet, and in house PBX

Essential Duties and Functions/Responsibilities/Tasks:

• Work under dotted line direction of property General Manager and Corporate Director of Guest Experience, while reporting directly to either the Director of Rooms or Director of Operations depending on hotel.
• Maintain high level of positive and professional approach with employees, coworkers, and guests.
• Set goals for performance that coincide with Heritage's plans and vision.
• This position is responsible for being the first point of contact in guest service recovery for the property.
• Review occupancy and event levels at property and schedule department employees accordingly and within budget.
• Drive morale positively as the accountable party to be present and visible to guests and team members.
• Assign, train, mentor and direct staff to carry out the exceptional guest experience and foster an environment for employees to be successful in performance, and further feel engaged and valued.
• Perform interview, hire, disciplinary, and termination actions when necessary for team members.
• Provide highly knowledgeable and innovative community minded recommendations for guests about hotel events, amenities, local attractions, restaurants, etc.
• Monitor blocks and additional blocking as needed, i.e. special requests, suites, etc.
• Maintain an efficient system of communication between the Front Office and all other departments, with particular regard to guest’s arrivals and departures.
• Manage all aspects (including challenges) of our reservations system.
• Resourcefully solve any issues that arise and seize control of any problematic situation.
• Passionately deliver refined, seamless service, while upholding the highest level of confidentiality for the safety and comfort of each guest.
• Acknowledge special occasions with guests; weddings, birthdays, anniversary, etc. further providing room upgrades and amenities when applicable.
• Other duties as assigned consistent with the functions of this position as needed at the property.

Requirements

• Proven leadership experience in a hotel setting required, with a passion to provide exemplary guest service.
• 2-3 years or equivalent combination of education and experience; high volume guest-interfacing hospitality experience a must.
• Must be highly knowledgeable and openly willing to be creative in curating an experience for the guest in the hotel and city for which this position is listed. This requires expertise on local dining, entertainment, events and attractions in the area of the hotel and the greater city area.
• Must be a passionate people person, as this job is highly interactive and requires superb customer service skills.
• Friendly and warm demeanor, excellent verbal and written communication and ability to multitask while maintaining poise.
• Strong knowledge of hospitality software and MS Office required.
• Ability and willingness to work flexible long 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.
• High school diploma or equivalent experience/training required; some college preferred.

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

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