Guest Experience Curator

General Summary of Duties:

The Guest Experience Curator is responsible for the end to end orchestration of the guest journey, ensuring every interaction-from pre arrival to post departure-feels intentional, personalized, and aligned with brand standards. This role provides visible, hands on leadership across front-of-house experiences, overseeing concierge and bell services while collaborating closely with all departments to deliver exceptional service for discerning guests.

Examples of Duties (includes but is not limited to the following):

• End to End Guest Journey Ownership: Full oversight of the arrival and departure experience, including pre arrival planning, on property welcome, in stay engagement, departure coordination, and post stay follow up.
• Front Services Leadership: Direct leadership of Concierge and Bell Services teams with a strong focus on:
  • Brand standards and quality assurance
  • Training and professional development
  • Consistency and elevated guest experiences
• Highly Visible Leadership Presence: Maintains an active, engaged presence on property, collaborating across departments (Front Office, Housekeeping, F&B, Events, Operations) to plan, coordinate, and execute seamless experiences.
• VIP & Loyalty Experience Curation: Designs and delivers elevated, personalized experiences for:
  • VIP and flagged hotel guests
  • Repeat and long stay travelers
  • Marriott Bonvoy Elite guests
• Experience Innovation & Recovery: Anticipates guest needs, proactively identifies service gaps, and transforms challenges into loyalty building moments through thoughtful resolution and follow up.
• Lead the guest arrival and departure process, ensuring warm, efficient, and memorable first and last impressions
• Partner with Front Office to align service execution across front desk, concierge, and bell services
• Personally engage with guests to build rapport, anticipate preferences, and ensure satisfaction
• Oversee VIP planning, special occasions, and service recovery initiatives
• Capture guest feedback and trends to inform service enhancements and training opportunities
• Act as a brand ambassador, modeling poise, professionalism, and service excellence at all times
• Perform additional duties and projects as assigned

• Experience:
  • 2-3+ years of experience in full service luxury hotel or comparable high touch hospitality environment
  • Hands on experience with Front Office Operations, including front desk, concierge, and front services
• Leadership:
  • Prior leadership or supervisory experience preferred
  • Demonstrated ability to coach, train, and hold teams accountable to service standards
• Skills & Attributes:
  • Excellent verbal and written communication skills
  • Strong service instincts with exceptional professionalism
  • Proven problem solving ability in a fast paced, dynamic environment
  • Highly proactive mindset-able to identify and resolve issues before escalation
  • Emotional intelligence and confidence engaging with high expectation guests
• Ability to speak, read, write and understand English
• Excellent overall computer skills with advanced knowledge of Word, Excel, and PowerPoint
• Flexible schedule needed to support coverage for evenings, weekends, and holidays

• Bachelor's Degree in Hospitality Management or related major preferred

• Must be able to stand, walk, sit for prolonged periods of time
• Must be able to bend, stoop, crouch
• Must use hands to reach, grasp, handle, pull and push
• Must have good near and far vision
• Must be able to hear, talk, smell