Guest Experience Manager

About Us

Situated in the heart of Durango’s vibrant Second Avenue District, The Leland House Suites of Durango is an award-winning boutique hotel renowned for its intimate, high-touch hospitality. For over 25 years, we have provided a unique blend of casual luxury and historic charm, offering personalized concierge services that make every guest feel at home. Our 12 spacious, apartment-style suites allow us to curate truly exceptional stays, fostering deep connections with guests who frequently return and often extend their visits.

Next door, Lola’s Place serves as the social hub for both The Leland House and the Durango community. Offering specialty coffee, unique cocktails, craft beer, and Mexican cuisine, Lola’s is a welcoming gathering space for locals and travelers alike. The venue also supports live music, cultural events, and private gatherings, further enriching the guest experience at The Leland House.

Position Overview

The Leland House Suites of Durango is seeking a Guest Experience Manager to elevate and personalize every aspect of our guests’ stays. This role is perfect for someone with a passion for hospitality, an eye for detail, and a genuine interest in learning about each guest before they arrive—anticipating their needs, crafting bespoke experiences, and ensuring their time in Durango exceeds expectations.

As the primary point of contact for guests and staff, you will take full ownership of the guest experience from pre-arrival communication through departure. You will also oversee property operations to maintain our high standards of appearance, cleanliness, and service excellence. Additionally, you will collaborate with Lola’s Place to integrate its offerings into guest stays, ensuring seamless access to dining, entertainment, and local events.

This position requires an on-site presence at The Leland House and/or Lola’s Place for extended shifts four consecutive days per week, with three days off. You will also be on call at all times during your working days and must be within 5-10 minutes of the hotel to respond to guest needs promptly.

Key Responsibilities

Guest Experience & Concierge Services

• Establish meaningful connections with each guest through pre-arrival communication, learning about their preferences, interests, and any special requests.
• Tailor each stay to fit the guest’s ideal Durango experience—making dining reservations, securing adventure bookings, arranging transportation, and more.
• Greet guests warmly upon arrival, personally escort them to their suites, and provide a thoughtful introduction to their accommodations.
• Maintain proactive communication throughout the stay, ensuring every need is met and making recommendations based on guest interests.
• Deliver special touches such as personalized welcome notes, curated in-room amenities, and surprise enhancements to elevate guest stays.
• Act as an expert on Durango’s best activities, dining, and entertainment, providing insider knowledge and VIP-level service.
• Handle guest inquiries and requests efficiently via phone, text, and in-person interactions.

Hotel Operations & Property Management

• Perform pre-arrival room inspections to guarantee a flawless check-in experience.
• Maintain immaculate public spaces, including hallways, patios, and common areas.
• Coordinate with housekeeping to ensure timely room turnovers and special requests.
• Water plants, monitor room inventory, and oversee general property upkeep.
• Assist with reservations and guest communication via the property management system.
• Support owners in community outreach, local partnerships, and brand representation.

Lola’s Place Collaboration & Community Engagement

• Serve as a liaison between The Leland House and Lola’s Place, integrating food, beverage, and event offerings into the guest experience.
• Ensure Lola’s Place staff upholds service and cleanliness standards.
• Assist with marketing, event planning, and guest engagement initiatives.
• Offer innovative ideas to enhance guest involvement in local events and experiences.

Qualifications & Skills

• Passion for luxury hospitality and delivering unforgettable guest experiences.
• Strong interpersonal skills with the ability to connect with diverse guests and anticipate their needs.
• Detail-oriented mindset with a proactive approach to service and problem-solving.
• Excellent organizational and time management skills.
• Ability to work both independently and collaboratively in a boutique hospitality environment.
• Previous experience in luxury hospitality, concierge services, or boutique hotel management is preferred.
• Preferred: The ideal candidate lives within 5-10 minutes of The Leland House to ensure prompt response times during on-call hours.

Compensation & Benefits

• Salary: $50,000 - $60,000 per year
• Benefits:
• Health, dental, and vision insurance
• Paid time off
• Paid sick time
• Flexible schedule/long weekends
• Employee discounts
• Professional development assistance
• Relocation assistance
• Retirement plan options

Schedule & Location

• Hours: Extended shifts, four days in a row, with three consecutive days off. On-call availability is required during working days.
• Location: On-site at The Leland House Suites of Durango and Lola’s Place in Durango, CO.
• Relocation: Candidates must either reside in Durango or be willing to relocate prior to starting.

If you are a hospitality professional who thrives on curating personalized guest experiences and creating unforgettable stays, we invite you to apply and become a part of The Leland House Suites of Durango.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Night shift
• On call

Work Location: In person

Salary : $50,000 - $60,000