Senior Guest Relations Executive (Capella Culturist)

CAPELLA HOTEL, SINGAPORE; Singapore; On-site; SGD 45,000 - 67,000; Full time

Job summary

Capella Hotel, Singapore invites a Senior Capella Culturist to provide an exclusive concierge service from The Living Room, tailoring experiences to individual guest needs and ensuring a consistently outstanding Capella experience.

You will arrange transportation, dining, entertainment, handle guest requests, maintain confidentiality, and work closely with other departments to deliver personalised service and uphold luxury brand standards.

Qualifications

• Diploma in Hospitality Management (or equivalent).
• Minimum of 2 years’ experience in a luxury brand hotel.
• Excellent communication and discretion in handling guest information.

Responsibilities

• Arrange transportation, airline bookings/changes, golf, tennis, luggage services, or special guest requests.
• Accommodate and expedite all requests promptly and courteously.
• Collect guest preferences from reservations and pre-calls.
• Handle guest complaints following procedures to ensure satisfaction.
• Maintain Living Room equipment in good working order.
• Assist in executing resort programmes.
• Foster positive relations with guests and staff.
• Maintain confidentiality of guest information and hotel data.
• Collaborate with other departments as a team.
• Analyze issues and resolve problems with good judgment.
• Represent the hotel as an ambassador at all times.

Skills

Excellent communication skills

Attention to detail

Discretion handling confidential info

Excellent judgment

Education

Diploma in Hospitality Management

Job description

Position Overview

Based in The Living Room, the role of the Senior Capella Culturist is to offer our guests an exclusive concierge service that is accurate, courteous, efficient and tailored to the individual requirements of our guests. The individual is responsible for assisting every guest with dining, transportation, entertainment and requests or any other needs. The Capella Culturist must ensure the Capella experience is delivered consistently to achieve guest satisfaction.

The Role

• Perform concierge services such as arranging transportation, airline reservations and changes, golf, tennis, luggage repair, art sales or any special guest request


• Accommodate and expedite all requests in congenial manner


• Collect guest preferences for all guests that have not already been collected by reservation and from the pre-calls from the Living Room


• Handle guest complaints by following the procedures and ensuring complete guest satisfaction


• Maintain all equipment at the Living Room to ensure they are in good working order


• Executing Resort Programmes


• Promote positive relations with all individuals who come in contact


• Maintain confidentiality of all guest information and pertinent hotel data


• Work cohesively with other departments and co-workers as part of a team


• Analyse and resolve problems while exercising good judgment


• Be an ambassador to the Hotel at all times, in and outside of one's workplace

Talent Profile

• Diploma in Hospitality Management


• Excellent communication skills


• Minimum of 2 years’ experience working in a luxury brand hotel


• Excellent judgment, attention to detail and ability to handle confidential information