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Lead Guest Experience Agent

3/10/2026

The Lead Guest Experience Host sets the tone for the guest experience, serving as the main point of contact throughout a guest's stay by welcoming them professionally and articulating the property's story and inspiration. This role involves essential support to the Front of House team, including shift oversight of other Guest Experience Hosts, ensuring all guest requests are met, and making decisions centered on guest happiness.

Salary

18.5 - 20.5 USD

Working Hours

40 hours/week

Company Size

1,001-5,000 employees

Language

English

Visa Sponsorship

About The Company

Heritage Hotels & Resorts was established in 2005 to manage 13 hotels in the State of New Mexico and has expanded to include numerous companies built, all with the same mission to advance economic and employment opportunities. Now Heritage Companies includes Sawmill Market, Blue Water Linen, Heritage Real Estate, and 11 hotels. Heritage Companies features an award-winning portfolio of hotels located across the state of New Mexico, designed with the historical authenticity of their respective communities and draws from the unique blend of Native American, Mexican, Spanish, and American Western cultural influences. All Heritage properties are designed to reflect the soul of their communities and to provide our guests a better understanding and appreciation of the region to which they are traveling. Employees of Heritage Companies are cultural ambassadors of their communities. Each property supports unique cultural causes that enrich our state with a percentage of revenue donated to individual causes. Find Jobs at: https://www.hhandr.com/Heritage_Careers/

About the Role

Description

WORK, PLAY, & ENJOY LIFE WITH HERITAGE

Heritage 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 Hourly Position ranging from $18.50-$20.50 DOE plus benefits.

Located in Santa Fe, NM. Working out of our Hotel St. Francis.

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.

Benefits:

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

HC4

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.

Key Skills

Customer ServiceCommunicationMultitaskingPoiseComputer TechnologyReservation ManagementPoint of SaleConflict ResolutionConfidentialityUpsellingTeamwork