Supervisor, Capella Culturist (Guest Relations)

CAPELLA HOTEL, SINGAPORE; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

CAPELLA HOTEL, SINGAPORE is seeking a Supervisor, Capella Culturist to manage Living Room operations, ensuring tailored guest service. You will handle concierge tasks, maintain knowledge of local events, and facilitate excellent guest experiences.

The ideal candidate has a Diploma in Hospitality Management and 3 years experience at luxury hotels. Strong communication skills and personalized service are essential for this position.

Qualifications

• Minimum 3 years of experience in front of house role at luxury hotels/resorts.
• Exceptional customer service skills.
• Knowledge of local attractions, dining options and activities preferred.

Responsibilities

• Manage Living Room operations to ensure guest satisfaction.
• Handle and document guest complaints effectively.
• Perform concierge services and manage guest preferences.

Skills

Customer service

Multitasking

Communication

Interpersonal skills

Education

Diploma in Hospitality Management

Job description

The Supervisor, Capella Culturist assist the Assistant Manager, Capella Culturist to manage Living Room operations, ensuring that our guest receives an exclusive guest service that is accurate, courteous, efficient and tailored to the individual requirements of our guests.

The Role

Manage Living Room Operations

• Maintain complete knowledge and understanding of Hotel's and Residence layout, appointments, amenities and locations, all service hours of operations
• Maintain complete knowledge and understanding of local events, local cultural heritage, attractions, holiday schedules, dining and entertainment venue
• Maintain complete knowledge and understanding of all certified vendors information: activities, prices, schedules, penalty policies
• Manage Capella Moments and Capella Curates activities
• Perform pre-arrival calls
• Perform concierge services such as arranging transportation, airline reservations and changes, golf, tennis, luggage repair, art sales or any special guest request
• Collect guest preferences for all guests during pre-arrival calls
• Ensures daily line-ups are being conducted effectively
• Responsible for monthly inventory checks where required

Drive Service and Operational Excellence

• Handle guest complaints by following the procedures and ensuring guest satisfaction
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation
• Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery of amenities. Communicate pertinent guest information to designated departments/personnel (i.e., special requests)

Talent Profile

1. Diploma in Hospitality Management
2. Minimum 3 years of experience in front of house role at luxury hotels/resorts
3. Exceptional customer service skills with a focus on personalized attention
4. Strong communication and interpersonal skills
5. Ability to multitask and prioritize tasks in a fast-paced environment
6. Knowledge of local attractions, dining options and activities preferred