Curator

Overview

The Curator role at CIVILIAN Hotel is dedicated to greeting guests warmly, managing their luggage when necessary, and facilitating seamless check-in and check-out procedures. This position requires proficiency in handling reservations, verifying payment information, and maintaining spotless public areas of the hotel. The Curator must promptly report any guest concerns within the same shift to management and operate independently with minimal oversight.

Key Responsibilities

• Offer a courteous, prompt, and professional welcome to guests.
• Assist guests with storing luggage securely.
• Serve as an ambassador in the hotel lobby area.
• Execute check-in and check-out functions accurately using Opera Cloud, validating guest details, room assignments, and billing information with signatures upon departure.
• Respond efficiently to inquiries via Canary and Intelity platforms.
• Manage guest registrations, distribute room keys, and provide comprehensive hotel service and location information.
• Handle incoming calls promptly and courteously.
• Promote room upgrades to optimize hotel revenue.
• Process credit card payments reliably, adhering to established procedures and reporting standards.
• Comply fully with departmental policies, service protocols, and operational standards.
• Operate equipment properly while maintaining knowledge of its use and maintenance.
• Manage guest requests on online travel agency platforms including Booking.com and Expedia.com.
• Anticipate guest needs, address requests swiftly, acknowledge all visitors regardless of activity level or time, and communicate follow-up needs to management.
• Maintain excellent guest relations and work to resolve any complaints to the guest's satisfaction.
• Ensure assigned work areas remain clean, sanitized, and orderly.
• Maintain comprehensive awareness of daily schedules, in-house group bookings, hotel extensions, communication devices, special requests, operational hours of hotel outlets, and hotel features and services.
• Prepare and supply workstations adequately.
• Coordinate transportation logistics for guests to and from the airport.
• Handle room changes and moves constructively.
• Utilize all front office system functions effectively.
• Answer telephone requests within five minutes, and incoming calls within three rings, using professional greetings and sign-offs.
• Provide local recommendations for dining, shopping, and directions.
• Manage wake-up calls accurately.
• Maintain detailed logs of room-related issues and coordinate with housekeeping on room status to ensure smooth check-ins and check-outs.
• Document guest complaints, notify relevant departments for resolution, and follow up to confirm guest satisfaction.
• Process, record, and follow up on reservation calls.
• Communicate critical information between shifts efficiently.
• Report maintenance needs via work orders to management.
• Support hotel emergency procedures including guest evacuations and fire alarms.
• Perform additional tasks as assigned by management.

Reporting Structure and Work Environment

Reports directly to the Assistant Front Office Manager or Director of Front Office. No supervisory responsibilities. The role interacts internally with the front office team and related departments and externally with hotel guests and restaurant customers. Work areas include the front office, lobby, hotel loading zone, and guest rooms throughout CIVILIAN Hotel.

Qualifications and Physical Requirements

• Ability to move throughout the hotel and maintain activity for at least 8 hours daily.
• Occasional bending, kneeling, and stretching required.
• Capable of lifting or carrying items weighing up to 50 pounds.
• Manual dexterity to grasp, turn, and hold objects securely.
• Competent in reading, comprehending, and following instructions.
• Fluent command of the English language.
• Strong organizational skills to multitask and prioritize effectively.
• Strict adherence to uniform, grooming, and personal hygiene standards as per operating procedures.
• Consistent punctuality and attendance including mandatory meetings.
• Professional demeanor aligning with CIVILIAN Hotel’s policies and standards.
• Desirable: Ability to speak multiple languages.

Compensation and Employment Terms

The role offers a pay rate of $28.50 per hour and is classified as non-exempt under the Fair Labor Standards Act, which means it is subject to federal and state wage laws but not overtime. Employment decisions at CIVILIAN Hotel are made without discrimination on any legally protected grounds.

Additional Information

This description outlines essential duties and qualifications but is not exhaustive. Duties may be supplemented or changed as needed by supervision. Equal employment opportunity is strictly maintained in all hiring and employment practices.