Job Description

The Experience Curator greets and registers guests, providing prompt and courteous service. He/she checks guests in and out, resolving guest challenges throughout their stay in our hotel. This role upgrades guests as required and promotes the hotel's services.

Responsibilities

As the Experience Curator, you will be responsible for performing the following tasks to the highest standards:

Contribute to the hotel and team by sharing new ideas and suggestions for best guest experience service and service improvements where needed, being innovative and creative to provide quality service and customer care to team members and guests
Determine guest preferences/needs prior to arrival, during their stay and provide personalized services to the guests.
Maintain awareness of guests profile and specific preferences, especially VIP guests, ensuring that they are acted upon for each reservation.
Take an active role in update guest preferences, especially VIP guests, Top 100 Best Guests on guest profile on Opera PMS and GPM.
Be the main contact of hotel TMs to handle VIPs and VIP groups from pre-arrival to post-departure. Ensure that VIP guests are treated personally and recognized as an individual.
Check and complete the registration process (especially VIPs) by warmly welcoming guests on arrival, ensuring that they feel expected and immediately at-home when they arrive, escorting guests to the room to ensure smoothly arrival experience
Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honors numbers enquired about, and method of payment is secured
Knowledgeable of the hotel's facilities, activities and services as well as basic knowledge of Hilton International, APAC, SEA and other properties in Vietnam
Up to date information on local attractions, sights and activities around the hotel to meet the guest needs
Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.
Maintain professional relationship with the guests; communicate and coordinate efficiently between guest and related departments to fulfil guest requisitions
Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.
Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.
Handle complaints promptly and efficiently, taking the necessary action, and informing Duty Manager to follow-up where appropriate. Follow up with guest on their satisfaction, ensuring no guest leaving the hotel unhappily.
Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed
Listen and extend assistance in order to resolve any problems guests might encounter at their satisfaction.
Plan and implement detailed steps by using experienced judgment and discretion, to enhance guest experience.
Record guests complaints, conducting thorough research to develop the most effective solution and negotiate results.
Update daily guest stay experience KPIs, utilize existing data to analyze trend, propose and implement appropriate solution to resolve problem incidence, improve problem resolution and enhance stay experience.
Ensure a prompt and efficient departure, by settling guests accounts as per billing and reservation instructions. Maintain the efficiency of departure by checking all guests folios to ensure accuracy of charges
Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received
Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting
Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities
Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective action has been taken
Ensure that Duty Manager is kept aware and up to date with operational issues
Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis
Ensure that the day-to-day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back-ups. Ensure the hand-over tasks are clearly communicated amongst the team and follow up properly.
Ensure that the front desk stock is managed and not wasted, maintaining costs where able
Keep up to date and aware of competitor activities in order to be well informed
Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests
Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.
Adhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount, managing cash, credit card transactions, city ledgers, vouchers and all other forms of payment correctly
Adhere to the company's credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests
Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations
Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest
Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money
Attempt to communicate with guests in guests native language, if applicable
Carry out any other reasonable duties and responsibilities as assigned
The Management reserves the right to make changes to this job description at its sole discretion and without advance notice
Perform other duties as assigned by Managers

Qualifications

An Experience Curator serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

Excellent communication skills to maintain effective conversation with guests and colleagues
Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs
Able to access and accurately input information using a moderately complex computer system
Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
Good interpersonal skills to provide overall guest satisfaction
Multitasking and empathy to understand guests and deliver the most friendly and reliable service
Attention to details
Able to work under pressure and deal with stressful situations during busy periods
1 or 2 years of related working experience preferred.

Experience Curator / Front Desk Supervisor - La Festa Phu Quoc, Curio Collection by Hilton