Guest Experience Curator

Guest Experience Curator

This position is focused on driving customer retention, increasing brand advocacy, and elevating the overall guest unique experience at La Colombe d’Or Restaurant and Hotel, LLC.

Responsibilities:

Guest Engagement: Welcome VIP/loyalty members upon arrival, personalize their stay, and maintain high visibility in public areas to obtain feedback.

Relationship Management: Build rapport with guests, anticipating their needs to create "authentic personalized memories"

Issue Resolution: Own guest concerns, handling guest opportunities promptly and professionally to ensure satisfaction.

Loyalty Program Advocacy: Promote loyalty to LA Colombe d’Or Restaurant and Hotel, LLC, by anticipating guest needs, resolution of opportunities presented and cultivating a personalized relationship with our guests.

Data Analysis & Reporting: Monitor guest feedback (NPS scores, online reviews), analyze trends, and report on key performance indicators (KPIs) to improve service.

Operational Support: Coordinate with other departments (Sales, front office, Housekeeping and Engineering) to ensure special requests and amenities are delivered.

Skills and Qualifications:

Communication: Excellent verbal and written communication skills for interacting with guests, responding to emails, and handling feedback

Customer Service: Strong, proactive approach to service with a passion for exceeding expectations

Conflict Resolution: Ability to remain calm and professional while resolving guest issues.

Organization: Detail-oriented, capable of managing guest lists and tracking preferences.

Technology Proficiency: Experience with CRM software and hotel/property management systems (PMS). 

Will assist in Front Office operations as needed.

Perform any other duties assigned by Management

Be actively engaged with our guests and deliver memorable guest experiences

Working conditions:

           Office, professional work environment with a combination of indoors and some exposure to outdoors.

            Capacity to safely lift and carry items between 10 to 35 pounds.

            Non-permanent work schedule, schedule is flexible depending on business levels and occupancy.

            Essential physical requirement of sitting and standing for long periods of time, stooping and typing.

            Walking, using stairs, bending, and squatting.