Job Description

Key Responsibilities

Guest Experience & Service Excellence

• Deliver personalized, luxury-level guest service aligned with Curio Collection’s distinctive identity and storytelling approach
• Handle VIP arrivals, special requests, and service recovery with professionalism and discretion
• Monitor guest feedback channels (Medallia, SALT, reviews) and implement service improvements
• Maintain a strong lobby presence to engage with guests and anticipate needs

Operations Management

• Assist in overseeing daily front office operations, including front desk, concierge, bell services, and guest relations
• Ensure compliance with Hilton brand standards, policies, and procedures
• Manage room inventory, upgrades, and rate strategies in coordination with Revenue Management
• Oversee shift operations, including scheduling, payroll, and labor controls

Team Leadership & Development

• Supervise, coach, and mentor front office team members to uphold luxury service standards
• Conduct training sessions focused on service excellence, upselling, and brand culture
• Support recruitment, onboarding, and performance management processes
• Foster a positive, inclusive, and high-performing team environment

Financial Performance

• Assist in achieving departmental KPIs, including ADR, RevPAR, upsell revenue, and guest satisfaction scores
• Monitor cash handling, billing accuracy, and credit policies
• Identify opportunities to increase ancillary revenue (upgrades, amenities, experiences)

Compliance & Quality Assurance

• Ensure adherence to safety, security, and data privacy standards
• Conduct regular audits of front office procedures and guest touchpoints
• Maintain brand audit readiness and uphold luxury presentation standards

Qualifications & Requirements

• Minimum 2–4 years of Front Office supervisory experience in an upscale or luxury hotel environment
• Previous experience with Hilton systems (OnQ, R&I, PEP,etc.) preferred
• Strong leadership, communication, and problem-solving skills
• Proven ability to deliver high-touch, personalized guest service
• Flexibility to work varied shifts, including evenings, weekends, and holidays

Preferred Attributes

• Passion for storytelling and delivering unique, locally inspired guest experiences (Curio Collection ethos)
• High emotional intelligence and cultural awareness
• Detail-oriented with strong organizational skills
• Ability to thrive in a fast-paced, guest-centric environment