Site Experience Coordinator - The Diplomat Beach Resort, Curio by Hilton

Hilton•Hollywood, FL

About The Position

At the Shoreline, Everything Comes Together. Shape How the World Gathers. With over 200,000 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 region’s 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 chapter—driving group, leisure, and event success for one of South Florida’s most iconic properties. Check us out: https Our ideal candidate has experience in customer service and/or reservations, a strong understanding of the hospitality industry, especially leisure and transient markets—and excellent written and verbal communication skills. They are proficient in Microsoft Office and reservation systems, highly organized, detail‑oriented, and able to multitask in a deadline‑driven environment. A customer‑focused mindset, strong problem‑solving abilities, teamwork, initiative, and effective time‑management round out the qualities needed to succeed in this role. 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.

Requirements

Experience in customer service and/or reservations
A strong understanding of the hospitality industry, especially leisure and transient markets
Excellent written and verbal communication skills
Proficient in Microsoft Office and reservation systems
Highly organized, detail‑oriented, and able to multitask in a deadline‑driven environment
A customer‑focused mindset
Strong problem‑solving abilities
Teamwork
Initiative
Effective time‑management
Full Flexibility is a must

Responsibilities

Set up compensations and bonuses (loyalty programs) for VIP's 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.
Use data available to produce relevant commercial strategy to target VIP guests, site inspections, and signature guests.
Build and maintain guest profiles, analyze VIP behavior in order to optimize use of facility and outlets to include spa and restaurants.
Assist in organizing and attend VIP events.

Benefits

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