Guest Experience Curator

Kaizen Lab Inc.; Houston (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

Kaizen Lab Inc. is seeking a Guest Experience Curator in Houston, Texas, focused on driving customer retention and enhancing overall guest experiences at La Colombe d’Or Restaurant and Hotel, LLC. You will personalize stays for VIP guests, manage feedback, and collaborate with departments to meet special requests.

The ideal candidate will have excellent communication and customer service skills, a proactive approach, and experience with CRM software. The role requires flexibility in scheduling and a detail-oriented mindset to meet guests' needs effectively.

Qualifications

• Proficient in handling feedback and interacting with guests.
• Capable of exceeding customer expectations.
• Experience dealing with guest issues in a professional manner.

Responsibilities

• Welcome VIP/loyalty members and personalize their stay.
• Build rapport with guests to create authentic memories.
• Own guest concerns and ensure their satisfaction.
• Promote loyalty with personalized guest relationships.
• Monitor and analyze guest feedback to improve service.
• Coordinate with departments to fulfill special requests.

Skills

Excellent verbal and written communication skills

Strong, proactive approach to service

Ability to remain calm and professional

Detail-oriented

Experience with CRM software and hotel/property management systems

Job description

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, resolving 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.

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.

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).

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.