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Front Desk Agent - Guest Experience Host

Posted November 20, 2020

The Lodge at Santa Fe
Santa Fe, NM
NM Safe Certified Hotelier, Inspiring Our Communities, & Celebrating Local Artisans

About This Job

At Heritage Hotels & Resorts Inc, we strive to create an environment where the skills and creativity of our employees can flourish and will be recognized and rewarded.  More importantly, employees at Heritage know that their work in preserving and advancing the state’s cultural heritage will benefit mankind now and in the future.

Position Purpose:  The Guest Experience Host sets the tone for the Heritage experience, and is the main point of contact for duration of a guests stay. 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 Guest Experience Host is an essential support to the Front of House team in creating unforgettable experiences for guests.

Supervisory Responsibilities:  None

Essential Duties and Functions/Responsibilities/Tasks:

  • Work under direction of Guest Experience Manager and/or Supervisor on shift (the lead Guest Experience Host).
  • Communicate daily with leadership regarding job assignments and required timeframe.
  • Maintain positive and professional approach with coworkers and guests.
  • 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 knowledgeable recommendations for guests about hotel events, amenities, local attractions, restaurants, etc.
  • Assign guests to their rooms before arrival, communicating the care that is taken to make their stay comfortable and safe.
  • Answer the phone, make reservations, take and distribute messages or mail and redirect calls.
  • Post charges, such as those for rooms, food, beverage, or telephone calls.
  • Review accounts and charges with guests during the check-out process.
  • Respond to guest challenges and find the appropriate resolution in a timely and professional manner.
  • Maintain the upmost confidentiality and care with guest information.
  • Manage all aspects of our reservations system.
  • Upsell room types, dinner reservations, and spa appointments when appropriate.
  • Maintain cleanliness of front desk area.
  • Comply with safety and sanitation regulations and standards at all times.
  • Acknowledge special occasions with guests; weddings, birthdays, anniversary, etc. further providing room upgrades and amenities when applicable.
  • Attend required training sessions or meetings.
  • Other duties as assigned consistent with the functions of this position as needed at the property.


  • 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.
  • 6 months to 1 year or equivalent combination of education and experience; high volume guest-interfacing hospitality experience preferred.
  • High school diploma or equivalent experience/training.

Heritage Hotels & Resorts Inc. is an Equal Opportunity Employer and does E-Verify. 

compensation: $13.00


About this Employer

The Lodge at Santa Fe

750 North St. Francis Drive
Santa Fe, NM 87501

(505) 992-5800

125 Room Hotel

The Lodge at Santa Fe

The Lodge at Santa Fe offers impeccable Southwestern accommodations with great amenities and friendly, professional service. Perched on a hilltop overlooking downtown Santa Fe, with views of the Sangre de Cristo Mountains, the Lodge at Santa Fe is a New Mexico hotel with a warm and relaxed atmosphere. Enjoy convenient amenities, such as complimentary shuttle service to historic Santa Fe Plaza that is only five minutes away and an outdoor pool and hot tub.

Southwest Inspired Santa Fe Hotel Rooms & Suites - Discover warm and unique havens when you stay in a guest room or suite at the Lodge at Santa Fe. All rooms are furnished with custom Southwest-inspired décor and deluxe touches. Some guest rooms are equipped with fireplaces and balconies. Our entire property is nonsmoking and we also have pet friendly accommodations.

Meetings & Events

With more than 9,000 square feet of interior meeting rooms and outdoor event space, you'll find flexible floor plans to host your Santa Fe meeting, corporate retreat, wedding, trade show or special event. All of our facilities are warm and inviting, and the décor takes inspiration from our surrounding Southwest heritage.

Some of New Mexico's best weddings happen at the Lodge at Santa Fe. Our on-site Southwestern wedding chapel seats 40 guests inside or can accommodate up to 300 in the perennial courtyard with ever-green grass outside.