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

• 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.