

HILTON HOTEL
JOB DESCRIPTION
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we’re here: to delight our guests, Team Members, and owners alike.
Position Statement
A Chief Curator manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.
What will I be doing?
As Chief Curator, you will manage the experience team, known as Curator. You will champion the core concept of “the Spirit of Bali “part of LXR brand DNA – ensure an exceptional Guest experience. In your role you’ll be responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
Be a shining light of exemplary guest service. Use your skills, passion and personality to delight guests and staff alike
Ensure that guest service standards are reviewed and discussed to drive continuous improvement to maximize guest satisfaction.
Drive the Brand culture of ‘Fresh is our journey – Success is our destination’ – Success in the way we work, Success in living as a community and Success in building our business
Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Curator
Manage, record and resolve promptly Guest or customer complaints
Ensure a very high level of customer service is constantly maintained for Curator, Guest Service Agents, Telephone Operators, Bell Captain and Concierge
Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
Track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
Maintain good communication and work relationships in all hotel areas
Maintain staffing levels to meet business demands
Attend all Operation Meetings
Comply with hotel security, fire regulations and all health and safety legislation
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Assist with other departments, as necessary
Recruit, manage, train and develop the Front Office team
Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
Essential Duties & Responsibilities
Assistance with the overall Management of service employees, facilities, quality, training and development, sales and costs, to ensure maximum departmental profit is achieved
Engage with guests wherever and whenever possible. Support staff when they need it, and ensure that guests are your priority at all times.
Control and analyse, on an on-going basis, in order to optimize the following:
Quality levels of product and service
Guest satisfaction
Sanitation and cleanliness (hygiene)
Coordinate the various service point with various department to ensure the highest quality at all times
Establish and maintain effective employee relations
Attend and, when required, conduct weekly coordination meetings relating to, but not limited to, the following:
Overall department financial results and profitability
Projected business / possible area of improvement
Operational results and problems
Changes in procedures
New management policies
Quality improvement
Sales improvement
Implement and monitor daily, weekly and monthly checklists for all Food and Beverage departments. Ensure proper follow-up to attain maximum quality and efficiency
Interact with individuals outside of the resorts including, but not limited to, clients, suppliers, government officials, competitors and other members of the local community
Work with senior team on manpower planning and management needs
Assist to achieve budgeted revenues, control labour costs and expenses, and maximize profitability within all areas of responsibility. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the resort/s.
Set departmental objectives, work schedules, budgets, policies, and procedures
Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
Assist to monitor and controls the inventories for operating equipment and supplies
Communicate to other Department heads, all information likely to be of interest to them.
Demonstrate a sound awareness of OHS policies and procedures, ensuring the dissemination of information to all team members.
Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures.
Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommending corrective actions to prevent or minimise the chance of recurrence.
Provide information, training and instruction to staff, ensuring their ability to discharge allocated OHS responsibilities including: identification, control and monitoring hazards within the workplaces; safe operating procedures; use and maintenance of protective equipment and clothing (PPE); and emergency response procedures.
Monitor and evaluate staff performance with reference to occupational health and safety responsibilities and performance standards.
Encourage team to provide feedback and to share their views on further ways to improve business operations, ideas and suggestions for continuous improvement.
Impart information via departmental meetings, briefings, resort meetings to keep team up to date with the business
Involve team in setting challenging realistic goals and track results.
Champion ‘Think Tank’ meetings to solicit feedback on ideas/suggestions
Positions directly reporting to this position:
Curator
What are we looking for?
Guest Experience Managers serving Hilton brands are 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:
Previous managerial experience in a customer service function
An ability to listen and respond to demanding Guest needs
Excellent leadership, interpersonal and communication skills
Accountable and resilient
Commitment to delivering a high level of customer service
Ability to work under pressure
Flexibility to respond to a variety of different work situations
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Familiar with Property Management Systems
A degree or diploma in Hotel Management or equivalent
A passion for delivering an exceptional level of Guest Experience
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
To apply for this job please visit jobs.hilton.com.