As the
Experience Curator
, you will be responsible for performing the following tasks to the highest standards:
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.
Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest
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
Listen and extend assistance in order to resolve any problems guests might encounter at their satisfaction.
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.
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.
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
The Management reserves the right to make changes to this job description at its sole discretion and without advance notice
Take an active role in update guest preferences, especially VIP guests, Top 100 Best Guests on guest profile on Opera PMS and GPM.
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
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
Attempt to communicate with guests in guests’ native language, if applicable
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
Carry out any other reasonable duties and responsibilities as assigned
Report problems with hotel systems, hardware or facilities to the appropriate parties and follow- up to ensure that corrective action has been taken
Perform other duties as assigned by Managers
Maintain awareness of guests’ profile and specific preferences, especially VIP guests, ensuring that they are acted upon for each reservation.
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
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
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
Ensure that Duty Manager is kept aware and up to date with operational issues
Up to date information on local attractions, sights and activities around the hotel to meet the guest needs
Plan and implement detailed steps by using experienced judgment and discretion, to enhance guest experience.
Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis
Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.
Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.
Keep up to date and aware of competitor activities in order to be well informed
Follow- up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations
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.
Determine guest preferences/needs prior to arrival, during their stay and provide personalized services to the guests.
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
Ensure that the front desk stock is managed and not wasted, maintaining costs where able
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
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.
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
Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.
Knowledgeable of the hotel’s facilities, activities and services as well as basic knowledge of Hilton International, APAC, SEA and other properties in Vietnam
Maintain professional relationship with the guests; communicate and coordinate efficiently between guest and related departments to fulfil guest requisitions
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.
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
