Site Experience Coordinator The Diplomat Beach Resort, Curio by Hilton

What are we looking for
Since being founded in 1919 Hilton has been a leader in the hospitality industry. Today Hilton remains a beacon of innovation quality and success. This continued leadership is the result of our Team Members staying true to our Vision Mission and Values. Specifically we look for demonstration of these Values:

• Hospitality - Were passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing all the time.
• Leadership - Were leaders in our industry and in our communities.
• Teamwork - Were team players in everything we do.
• Ownership - Were the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton

Hilton is the leading global hospitality company spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!

EOE/AA/Disabled/Veterans

At the Shoreline Everything Comes Together. Shape How the World Gathers.

With over 200000 sq. ft. of meeting and event space oceanfront ballrooms open-air terraces and a newly opening event lawn in 2026 The Diplomat stands as one of the regions most compelling destination meeting resorts. Perfectly placed between Miami and Fort Lauderdale it pairs striking venues with strategic service and industry-leading design.

We are seeking dynamic Site Experience Coordinator to help define our next chapterdriving group leisure and event success for one of South Floridas most iconic properties.

Check us out: youre ready to take your career to the next level apply now and join our team at The Diplomat Beach Resort!

Our ideal candidate has experience in customer service and/or reservations a strong understanding of the hospitality industry especially leisure and transient marketsand excellent written and verbal communication skills. They are proficient in Microsoft Office and reservation systems highly organized detailoriented and able to multitask in a deadlinedriven environment. A customerfocused mindset strong problemsolving abilities teamwork initiative and effective timemanagement round out the qualities needed to succeed in this role.

Shift Pattern: Full Flexibility is a must. Office hours are 8:30 AM to 5:00 PM but flexibility is essential to accommodate varying schedules including weekends holidays for our group clients.

Pay Rate: This is an hourly role

The Benefits Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment thanks to innovative programs and benefits such as:

• Access to pay when you need it through DailyPay

• Medical Insurance Coverage for you and your family

• Mental health resources including Employee Assistance Program

• Best-in-Class Paid Time Off (PTO)

• Go Hilton travel program: 100 nights of discounted travel

• Parental leave to support new parents

• Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education including: college degrees and professional certifications*

• 401K plan and company match to help save for your retirement

• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount

• Career growth and development

• Team Member Resource Groups

• Recognition and rewards programs

* Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.

What will I be doing

The Site Experience Manager will be responsible for identifying acquiring and retaining VIP customers and therefore increasing brand loyalty and revenues. Additionally this position will be responsible for logistics of site inspections to include flight & ground transportation WOW impact site inspections amenities for VIP Group Contacts of site inspections hotel reservations of rooms and F&B outlets. And creating site alerts and thereof distribution of the alerts.

• Set up compensations and bonuses (loyalty programs) for VIPs according to guidelines.

• Manage VIP relations on a daily basis. Take calls and emails from VIPs and deal with them efficiently and with the highest level of customer care. Own and resolve all VIP complaints managing the escalation. Gather feedback and input from VIP guests to improve the service offering.

• Make regular promotional and relationship building calls to guests in English and own native language and in other cases work through the CRM agents.

• Monitor and report on the performance of VIP players against agreed targets.

• Generate and organize weekly potential active or lapsed VIP lists for contact and ensure they are contacted in a timely and appropriate manner with appropriate offers and treatment.

• Usedata available to produce relevant commercial strategy totarget VIP guests site inspections andsignature guests. Build andmaintain guestprofiles analyze VIP behavior in order tooptimize useoffacility andoutletstoinclude and attend VIP events.