Lead Guest Experience Host
Not Disclosed•Full-TimeOn-site
location_onCarlos Gilbert Elementary School, 300, Griffin Street, Santa Fe, Santa Fe County, New Mexico, 87501, United States
About Heritage Hotels & Resorts
Heritage Hotels & Resorts is New Mexico's premier locally owned hospitality group, built on a deep respect for culture, place, and people. Our luxury hotels and award-winning restaurants are rooted in authentic storytelling, exceptional service, and community pride. We care for our guests, our team, and our neighborhoods with the same intention. If you believe hospitality can make a meaningful impact, we invite you to join the Heritage family.
Why This Role Matters
This role ensures that service standards are not only met but consistently elevated in real time. As a visible leader on the floor, the Guest Experience Lead directly influences the quality, energy, and execution of the guest experience. By supporting team members, resolving challenges proactively, and reinforcing expectations through action, this role helps create a cohesive, high-performing environment where guests feel genuinely welcomed, cared for, and remembered.
Why You'll Love Working With Us
We offer a supportive, people-first culture rooted in New Mexico pride and community. Benefits include competitive pay, a 25% match for 401(k), generous employee discounts across Heritage Hotels restaurants, spa, and retail, complimentary meals during scheduled shifts, and free employee parking. We also prioritize growth and development opportunities for our team members.
Work location
Work model: On-site
Carlos Gilbert Elementary School, 300, Griffin Street, Santa Fe, Santa Fe County, New Mexico, 87501, United States
Santa Fe, New Mexico
Key Responsibilities
- check_circleLead by example through consistent delivery of refined, personalized guest service
- check_circleAct as the first point of contact for escalated guest needs and service recovery
- check_circleProvide real-time coaching, feedback, and support to Guest Experience Hosts
- check_circleEnsure adherence to service standards, brand expectations, and operational procedures
- check_circlePartner with housekeeping, concierge, and food and beverage departments for seamless experiences
- check_circleAssist with VIP arrivals, special requests, and personalized guest touches
- check_circleMonitor lobby presence, guest flow, and overall ambiance to maintain a welcoming environment
- check_circleSupport onboarding and training of new team members
- check_circleCommunicate effectively with leadership regarding daily operations and challenges
- check_circleMaintain confidentiality and uphold all safety and security protocols
- check_circleSupport daily shift operations and coordinate team coverage and flow
Requirements
- verifiedHigh school diploma or equivalent
- verifiedMinimum of 6 months of hospitality or guest service experience
- verifiedCurrent New Mexico driver's license with an insurable driving record
Nice to Have
Luxury or high-volume hospitality experience
Benefits & Perks
check_circle401k with 25% company matchcheck_circleGenerous employee discounts across restaurants, spa, and retailcheck_circleComplimentary meals during scheduled shiftscheck_circleFree employee parking
Similar Job Opportunities
Skills, education and keywords
Education: High school diploma or equivalent required.
Frequently asked questions about Lead Guest Experience Host at Eldorado Hotel & Spa
What does a Lead Guest Experience Host at Eldorado Hotel & Spa do?expand_more
A Lead Guest Experience Host at Eldorado Hotel & Spa is responsible for the following: Lead by example through consistent delivery of refined, personalized guest service; Act as the first point of contact for escalated guest needs and service recovery; Provide real-time coaching, feedback, and support to Guest Experience Hosts; and Ensure adherence to service standards, brand expectations, and operational procedures.
What are the requirements for this Lead Guest Experience Host role?expand_more
Eldorado Hotel & Spa is looking for candidates who meet the following requirements: High school diploma or equivalent; Minimum of 6 months of hospitality or guest service experience; and Current New Mexico driver's license with an insurable driving record.
Where is the Lead Guest Experience Host role at Eldorado Hotel & Spa located?expand_more
Lead Guest Experience Host at Eldorado Hotel & Spa is based in Carlos Gilbert Elementary School, 300, Griffin Street, Santa Fe, Santa Fe County, New Mexico, 87501, United States. This is a on-site role.
Is this Lead Guest Experience Host job remote, hybrid, or on-site?expand_more
Eldorado Hotel & Spa has listed this Lead Guest Experience Host role as on-site.
How much experience is required for this Lead Guest Experience Host role?expand_more
Lead Guest Experience Host at Eldorado Hotel & Spa typically requires 0.5+ years of relevant experience at the mid level level.
What education is required for Lead Guest Experience Host at Eldorado Hotel & Spa?expand_more
Educational requirements for this role: High school diploma or equivalent required.
What category does the Lead Guest Experience Host role belong to?expand_more
Lead Guest Experience Host at Eldorado Hotel & Spa is part of the hospitality & catering job category on Recrutus.
About Eldorado Hotel & Spa
Eldorado Hotel & Spa operates as a premier hospitality destination in Santa Fe, New Mexico, situated just off the historic plaza in the heart of the city. This 219-room property features a design inspired by New Mexico's distinctive Pueblo Revival architecture, incorporating handcrafted southwest furniture, art, romantic balconies, and kiva fireplaces. The accommodations include high-speed internet and 47-inch flat-screen TVs, with concierge services available to assist guests with various needs.
Beyond individual stays, the facility serves as a versatile venue for meetings, incentives, social events, and weddings. The property offers 23,000 square feet of meeting space, highlighted by the newly constructed Eldorado Grand Ballroom which accommodates up to 7,000 square feet for large gatherings. Additional event options include the CAVA Santa Fe Lounge, which provides live entertainment, and the elegant La Capilla de Oro chapel and venue. The hotel caters to both leisure travelers and groups seeking a unique setting within Santa Fe.
Browse more roles: All Eldorado Hotel & Spa jobs, hospitality & catering jobs on Recrutus.