Corporate Guest Experience Manager

Description:WORK, PLAY, & ENJOY LIFE WITH HERITAGEHeritage Companies embodies the culture, spirit, and traditions of New Mexico, while offering a work environment that is focused on the overall employee experience. All employees will experience the exciting perks that only Heritage Companies can provide; including growth opportunities across our companies, generous discounts on hotel room rates, spa, and food at all of our restaurants in the portfolio across the wonderful state of New Mexico!
Full-time Salary positions starting at $70k DOE plus benefits.Located in Albuquerque, NM. Working out of Heritage Corporate Office.

Position Purpose: The Corporate Guest Experience Manager serves as a key leader in creating a consistent, authentic, and elevated guest experience across all Heritage properties. This role is responsible for setting the standard for guest engagement and service delivery while supporting on-property Guest Experience Managers and teams. The Corporate Guest Experience Manager brings to life the story, culture, and inspiration behind each Heritage property while maintaining a strong focus on guest satisfaction, operational excellence, and brand consistency.

Collaborating closely with property guest experience managers and the Corporate Director of Guest Experience & Training, the Corporate Guest Experience Manager plays a pivotal role in driving performance, refining service standards, and enhancing the overall guest journey across the Heritage portfolio.

Supervisory Responsibilities: None

Essential Duties and Responsibilities:

• Partner with property guest experience leaders to ensure guest experience standards are met and exceeded.
• Monitor and review guest feedback, collaborating with property teams to implement service improvements and recognize outstanding performance.
• Ensure that the story and heritage of each property are conveyed authentically by Guest Experience teams.
• Assist in guest service recovery efforts across properties, offering solutions and personalized responses to enhance guest satisfaction.
• Develop and implement standard operating procedures (SOPs) for guest experience initiatives.
• Collaborate with Sales, Marketing, and Operations to curate personalized guest experiences and local recommendations tailored to each property's unique location and culture.
• Support training programs for Guest Experience departments across all properties to ensure optimal performance.
• Act as a resource for Guest Experience Managers in challenging situations, providing guidance and operational support.
• Regularly visit Heritage properties to assess operations, offer on-site coaching, and ensure alignment with corporate standards.
• Drive continuous improvement by analyzing guest service metrics and implementing creative, data-driven solutions.
• Uphold strict confidentiality standards for guest information, ensuring a secure and comfortable environment.
• Lead initiatives to celebrate special guest occasions (e.g., weddings, anniversaries, birthdays) with personalized touches, amenities, and upgrades where appropriate.
• Support and mentor Guest Experience Managers at individual properties.
• Provide leadership to Guest Experience Hosts, Bell Staff, Valet, Central Reservations teams across multiple locations.
• Any other job functions as required by business needs.

Benefits:

• Part-time employees receive: Dental, Vision and 401k!
• Full-time employees receive: Medical, Dental, Vision, Life, Short-Term Disability, Accident, Critical Illness & 401k!

HC10

Requirements:

• Proven leadership experience in the hospitality industry, with a strong focus on guest engagement and service excellence.
• 3 years of management experience in a luxury or high-volume hotel setting; multi-property experience preferred.
• Deep knowledge of, or willingness to learn New Mexico's culture, history, and attractions, with the ability to inspire Guest Experience teams to share that knowledge with guests.
• Strong interpersonal skills with a passion for hospitality and storytelling.
• Expertise in hospitality software systems and Google Workspace.
• Excellent communication skills, both verbal and written.
• Ability to work flexible hours, including weekends, holidays, and evenings.
• Willingness to travel frequently to properties within the Heritage portfolio.
• Bachelor's degree in hospitality, Business, or a related field preferred.

Physical Requirements:

• Ability to stand and walk for extended periods.
• Must be able to lift/carry/push up to 25 pounds occasionally.
  
  
  

Compensation details: 70000-70000 Yearly Salary