Assistant Guest Experience Manager

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 Salary Position starting at $50K DOE plus benefits. Located in Albuquerque, NM. Working out of our Clyde Hotel.

Position Purpose : The Assistant Guest Experience Manager will under the direction of the Guest Experience Manger, maintain the quality and the seamless guest experience at the property.

The Assistant Guest Experience Manager is an essential support to Heritage Hotels & Resorts in creating unforgettable experiences for guests.

Supervisory Responsibilities : Bell / Valet, PBX, and Front Desk

Essential Duties and Functions / Responsibilities / Tasks :

• Reports to the Guest Experience Manager and serves as the primary contact in his / her absence.
• Maintain positive and professional approach with employees, coworkers, and guests.
• Drive morale positively as the accountable managerial party to be present and visible to guests and staff.
• Communicate regularly with property staff regarding job assignments and required timeframe for proper workflow.
• Coordinates and schedules activity for Bell / Valet, PBX and Front Desk.
• Perform interviews, hire, disciplinary, and termination actions when necessary for staff.
• Assign, train, mentor and direct staff to carry out the exceptional guest experience and foster an environment for employees to be successful in performance, and further feel engaged and valued.
• Review occupancy and event levels and staff all reporting team members accordingly.
• Establish and maintain a close watch on the financials for the property, always looking for ways to minimize loss, and improve profitability.
• Ensure any guest complaints are dealt with in a timely and swift manner, ideally with an amicable resolution for the guest as well as the property.
• Control all guestroom allocations, ensuring that reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved.
• Monitor blocks and additional blocking as needed, i.e. special requests, suites, etc.
• Maintain an efficient system of communication between the Front Office and all other departments.
• Commitment to service excellence and continuous process improvement.
• Collaborate with Accounting Department regularly to ensure supplies and equipment are paid for and in the general ledger appropriately.
• Act as Manager on duty when needed.
• Ensure property compliance with legal, safety, operations, labor, and the Heritage brand product and service standards.
• Oversee / Carry out special projects for property as designated by General Manager and / or Guest Experience Manager.
• Other duties as assigned consistent with the functions of this position as needed at any of the properties.

Benefits :

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

Requirements :

• Associate degree in Hospitality, Hotel / Resort Management required or minimum of 4 years equivalent experience.
• Experience in a hotel setting undergoing renovations is preferred.
• Full-service, Four Diamond experience preferred.
• Strong knowledge of hospitality software and MS Office required.
• Excellent verbal and written communication and ability to multitask.
• Proven leadership experience in a hotel setting.
• Ability and willingness to work flexible long hours including weekends, holidays and late nights.
• Ability to work on your feet for eight hours or more.
• Must be able to lift / push / reach for / carry 30+ pounds occasionally.
• High school diploma or equivalent experience / training required; some college preferred.

NM Safe Certified Hotelier, Inspiring Our Communities, & Celebrating Local Artisans. Heritage Hotels & Resorts Inc. is an Equal Opportunity Employer.

Compensation details : 50000-50000 Yearly Salary

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