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Regional Director of VIP Lounge Experience

posted March 22, 2019

Heritage Hotels and Resorts
Albuquerque, NM
An exciting opportunity as the Regional Director of VIP Lounge Experience overseeing Casa Espana and Casa Esencia is now available.
506595 l

About This Job

Position Purpose:  The Regional Director of VIP Lounge Experience oversees operations for Casa Espana in Santa Fe and Casa Esencia in Albuquerque. 

They provide leadership and strategic planning to all departments in support of our service culture, maximized operational efficiency and guest satisfaction. They will be responsible for delivering an exceptional guest experience to VIP members. The Regional Director of VIP Lounge Experience will be required to ensure all metrics are met.  Their primary function is to run a smooth and profitable operation, meet or exceed membership sales, serve as the main point of contact for guests and employees and to ensure the utmost service and hospitality standards are maintained.


  • Bachelor’s degree or equivalent experience
  • 5+ years’ experience in a leadership role within the Hospitality and/or Food and Beverage Industry
  • Food and Beverage work experience, demonstrating progressive career growth and a pattern of exceptional performance
  • Proven experience in leading hotel and/or Food and Beverage operations, demonstrating strong sales and marketing leadership and strong financial awareness
  • Excellent communication skills
  • Experience working in an environment with access to highly confidential information
  • Ability to multitask in a high paced environment while maintaining organization and poise

Essential Duties and Functions/Responsibilities/Tasks:

  1. Manage all sources of revenue including membership sales, food and beverage, entertainment, and other departments.  Seek Individual and Corporate Memberships.
  2. Ensures all operations are profitable and efficient and maintain strong working relationships with operational department heads.
  3. Knowledge of and ability to train on all New Mexico Alcohol and Gaming Rules and Regulations.
  4. Maintain inventory control and order supplies and equipment as needed and in accordance to company procedures.
  5. Establish private VIP Programs and Corporate Programs.
  6. Supervise and develop a high-performing team across all areas of operations to ensure the highest levels of guest experience and team engagement while sustaining the team to contribute to turnover reduction.
  7. Accountable for being on sight on Friday, Saturday and during special events to oversee the operations team and interact with guests and members. (schedule will fluctuate between Santa Fe & Albuquerque)
  8. Accountable for the overall direction, coordination, development, retention, and evaluation of the operations team.
  9. During Holidays and as needed, plan appropriate festivities and events in venue.
  10. Ensure staff receives proper training for each position, including safety training and standard operating procedures. Follow up consistently with staff and operation to ensure proper training is always in place.
  11. Protect the venues and their assets through enforcing and maintaining a preventative maintenance program.
  12. Promote continuous repair, upkeep, and overall general maintenance of the venues and provide a system of on-going maintenance of facilities and equipment.
  13. Ensures uniform standards are followed and upholds a professional image at all times through appearance and dress.
  14. Ensure venues are following all federal, state and local laws, including OSHA, EEOC, Wage Hour and Health laws.
  15. Respond to guest complaints and resolve problems in a timely manner to maintain Guest Satisfaction.
  16. Monitor and maintain venues metrics to ensure all brand standards and ownership standards are being met and exceeded.
  17. Monitor and participate in a comprehensive sales and marketing plan that results in optimum occupancy through member sales and special events. Meet or exceed established financial expectations.
  18. Enhance and protect the value of the physical asset through proactive and progressive programs in maintenance, security, housekeeping and through the capital budgeting process.
  19. Forecast operating staffing and cost expenditures to corresponding forecasted sales and costs. Continually evolve action plans to maximize occupancy and rate, while maintaining expected market-leading service levels.
  20. Confer with administrative personnel and review activity, operating, and sales reports to determine changes in programs or operations required.
  21. Assign the preparation of directives to division or department administrator outlining policy, program, or operations changes to be implemented.
  22. Be a great ambassador for the organization within the local community and the industry, ability to attend all external company meetings including but not limited to Leadership meetings.
  23. Ensure adherence to policies and procedures related to guest/team safety, emergency guidelines, etc.
  24. Supervise responsibly in accordance with policies and applicable laws. To include interviewing, hiring, and training team members; planning, assigning and directing work; appraising, performance; rewarding and coaching team members; seeking and giving feedback regularly, etc.
  25. Be flexible and understanding of a venue’s needs and be available to take care of concerns at any time.
  26. Follow other duties as assigned by Corporate Leadership and ownership.

About This Employer

Heritage Hotels and Resorts

201 3rd Street NW, Suite 1140
Albuquerque, NM 87102

(505) 836-6700

Management Company

About Us

Heritage Hotels & Resorts, Inc. offers guests an authentic Southwestern experience in New Mexico’s best tourist destinations. Each of our hotels and resorts in New Mexico celebrates the rich, multi-cultural heritage of the Southwestern United States, drawing from our unique blend of Native American, Mexican, Spanish and American Western cultural and historical influences. Through our architecture, interior design, original artwork, landscaping, entertainment, and cuisine, Heritage Hotels & Resorts provides guests with an authentic, cultural experience in Santa Fe, Albuquerque, Taos and Las Cruces.

Many of our New Mexico hotels feature historically significant pieces of art, are pet friendly and offer the best family vacation destinations in the country. We’re extremely proud of our heritage and the way in which our New Mexico resorts and hotels offer lodging options for guests.