Louisville, KY | Curio Collection by Hilton
- Lead daily Front Desk, Concierge, and Night Audit operations, ensuring smooth arrivals, departures, and shift transitions.
- Maintain a visible presence in guest-facing areas, particularly during peak arrival and departure periods.
- Train and coach associates on professional communication, guest recognition, reservation accuracy, billing, telephone etiquette, and service recovery.
- Oversee a structured onboarding program and ongoing training, verifying that associates can independently perform their responsibilities.
- Lead daily arrivals and Hilton Honors huddles covering VIPs, elite members, repeat guests, celebrations, special requests, and service concerns.
- Ensure accurate guest profiles, room assignments, payment processing, rate package fulfillment, and shift documentation.
- Manage guest concerns with empathy and sound judgment; document resolutions and compensation, and ensure timely follow-up.
- Strengthen team knowledge of Hilton Honors benefits, hotel amenities, and opportunities to enhance the guest experience.
- Coordinate closely with Housekeeping and Engineering to address room readiness and guest needs.
- Prepare schedules that support business demand, manage labor and overtime, and provide operational coverage when needed.
- Review guest feedback, identify recurring concerns, and implement measurable improvements.
- Address performance concerns promptly and consistently in partnership with the Director of Operations and Human Resources.
- Ensure associates follow established safety, security, cash-handling, and escalation procedures.
- Prior hotel front office management experience required; full-service, upscale, or luxury hotel experience strongly preferred.
- Demonstrated success training teams, managing performance, and resolving guest concerns.
- Strong working knowledge of hotel property management systems; Hilton PEP and Hilton Honors experience preferred.
- Excellent communication, organization, and problem-solving skills.
- A professional, approachable leadership style with a willingness to support the team directly.
- Accountability for service standards, accurate billing, and operational follow-through.
- Open availability, including mornings, evenings, weekends, holidays, and overnight coverage as business needs require.
Skills Required
- Prior hotel front office management experience
- Full-service, upscale, or luxury hotel experience
- Experience training teams, managing performance, and resolving guest concerns
- Working knowledge of hotel property management systems
- Hilton PEP and Hilton Honors experience
- Excellent communication, organization, and problem-solving skills
- Professional, approachable leadership style
- Ability to support the team directly and ensure operational follow-through
- Open availability for mornings, evenings, weekends, holidays, and overnight coverage
Hilton Compensation & Benefits Highlights
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Wellbeing & Lifestyle Benefits — Go Hilton provides heavily discounted hotel stays for team members and extends access to family and friends, with up to 110 discounted nights and rates as low as $40 in some cases. Additional wellbeing resources include an Employee Assistance Program, mental-health support, caregiving resources, and programs like Thrive and sabbaticals.
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Retirement Support — A 401(k) is offered with a company match of 100% on the first 3% of eligible pay plus 50% on the next 2%. This structure provides meaningful employer support for long‑term savings.
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Parental & Family Support — New parents receive 4 weeks of fully paid parental leave, with birthing parents receiving an additional 8 weeks for a total of 12 weeks. Support extends to adoption assistance up to $10,000 per eligible child and resources for caregiving.
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What We Do
Hilton (NYSE: HLT) is a leading global hospitality company with a portfolio of 28 world-class brands comprising more than 9,400 properties and nearly 1.4 million rooms, in 144 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed over 4 billion guests in its more than 100-year history. Named as the No. 1 World’s Best Workplace by Great Place to Work and Fortune, Hilton aims to create the best culture for its 500,000 team members around the world. Hilton has introduced industry-leading technology enhancements to improve the guest experience, including Digital Key Share, automated complimentary room upgrades and the ability to book confirmed connecting rooms. Through the award-winning guest loyalty program Hilton Honors, the more than 260 million Hilton Honors members who book directly with Hilton can earn Points for hotel stays and experiences money can't buy. With the free Hilton Honors app, guests can book their stay, select their room, check in, unlock their door with a Digital Key and check out, all from their smartphone.
Why Work With Us
Hilton is proud to be recognized as the World’s Best Workplace by Great Place to Work and Fortune. At Hilton, every job makes the stay. Team Members can make an impact, be themselves, build new skills, grow their careers, explore opportunities around the world, and enjoy people-first benefits like Go Hilton travel discounts.
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With more than 9,400 hotels and properties in 144 countries and territories, plus corporate offices and teams around the world, Hilton offers opportunities to build a career in destinations and communities worldwide.
