Scope of Position

The Guest Experience Curator will be responsible for providing courteous and expedient service to hotel VIP guests. He/she serves as the guest personal contact prior to arrival, throughout guest stay and post departure. The coordinator works with many departments throughout the hotel to ensure requests are met in a timely manner. He/she will promote a luxury environment and develop ideas to enhance VIP guests’ experience.
 

Position Requirements

• Professional demeanor appropriate for a luxury environment.
• Minimum 1-2 years of luxury hotel experience required or equivalent.
• Possess outstanding guest services skills, professional presentation, and sophisticated communication skills.
• Handle a multitude of tasks in an ever-changing environment.
• Effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members.
• Typing skills essential.
• Proficient in Opera, HotSOS or GXP.

Responsibilities:

• Approach all encounters with guests, associates, and members in a professional and personalized manner.
• Serve as a visible, welcoming presence in the lobby to greet guests, offer assistance, and create personalized connections.
• Provide guests with tailored recommendations, hotel information, and local insights that reflect JW Marriott’s commitment to enriching experiences.
• Proactively identify guest needs and elevate moments of service to leave lasting impressions.
• Perform check-in and check-out procedures with efficiency, warmth, and precision.
• Manage room assignments, guest preferences, and VIP arrangements in accordance with brand standards.
• Build rapport with VIPs, Bonvoy Elite members, distinguished visitors; escort guests to rooms, make welfare calls, encourage feedback throughout their stay.
• Handle guest billing, payment processing, and account inquiries with accuracy and confidentiality.
• Uphold and exemplify the JW Marriott brand promise, ensuring every guest touchpoint reflects the highest level of luxury service.
• Collaborate with bell services, housekeeping, concierge, and food & beverage teams to curate seamless, holistic guest experiences.
• Address and resolve guest concerns with professionalism, empathy, and prompt follow-through.
• Represent the hotel’s ethos by embodying elegance, authenticity, and hospitality in every interaction.
• Stay informed on property events, promotions, and local happenings to engage guests meaningfully.
• Assist with VIP arrivals, group check-ins, and special events as a brand steward and guest liaison.
• Actively participate in daily briefings and meetings.
• Perform any reasonable duties as required by management.

Education

• High school diploma: 2-year college degree preferred.

Skills and Abilities

• Ability to communicate in the English language. Second language is a plus. 
• Strong problem solving and analytical abilities.
• Ability to meet deadlines and work under pressure.
• Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
• Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.

Physical Requirements

• Intermittently twist to reach equipment or supplies surrounding desk.
• Use the telephone and computer keyboard daily.
• Must be physically fit in to lift, pull and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.