Guest Experience Curator Jobs

POSITION OBJECTIVE
The Guest Experience Curator provides personalized experiences and services to fulfill all guest needs during pre-arrival, check-in, throughout the stay and upon departure, in partnership with other departments in the hotel operation. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly.
Essential Job Functions
Hotel Services

• Assign room according to guest request and preferences whenever possible.
• Send pre-arrival emails and questionnaires to gather more information from guests.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Coordinate with the front desk and other departments to arrange for arrivals including room preparations and other personalized touches.
• Review requests for late check-outs and approve according to occupancy.
• Communicate to appropriate staff that there are guests that are waiting for an available room.
• Verify and adjust billing for guests.
• Clear departures in computer system to document that rooms are no longer occupied.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Exchange information with other employees using electronic devices (e.g. HotSOS, two-way radios, email).
• Assist with all guest requests, act upon them, follow up and confirm they are completed.
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
• Review out-of-order rooms daily to determine status and estimated date for return to room inventory.
• Coordinate guests' packages by verifying arrival dates and ensure they presented to the guest upon arrival or delivered to the room in a timely manner.
• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests to resolve issues, delight, and build trust.
• Recognize all guests and build rapport in order to develop personal guest contact, obtain preferences and proactively anticipate guest needs.
• Welcome and acknowledge each and every guest with a smile and a friendly verbal greeting, using the guest's name when possible.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.

Providing Exceptional Service

• Interacts with guests to obtain feedback on product quality and service levels.
• Empowered to provide excellent customer service.
• Displays outstanding hospitality skills.
• Provides services that are above and beyond for customer satisfaction and retention.
• Handles guest problems and complaints effectively.

Policies and Procedures

• Protect the privacy and security of guests and coworkers. 

• Maintain confidentiality of proprietary materials and information. 

• Follow company and department policies and procedures. 

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. 


Additional Responsibilities

• Maintain and update database containing preferences of repeat and VIP guests.
• Comply with quality assurance expectations and standards (including Forbes)
• Other duties may be assigned as business demands.
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

Education/Experience

• Requires good communication skills, both verbal and written.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• General knowledge of the city where hotel is located and its attractions.
• High school or equivalent education required.
• Must be able to read and write to facilitate the communication process.
• Extensive knowledge of the hotel, its services and facilities.
• Must possess basic computer skills.

Requirements

• The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The employee must be able to lift and move up to 25 pounds.
• While performing the duties this job, the employee is regularly required to stand; walk' use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch; talk and hear.

WORK ENVIRONMENT

• Must be able to change activity frequently and cope with interruptions.
• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from supervisors.
• Must be able to maintain a calm demeanor at all times.