Supervisor, Capella Culturist (Guest Relations)

Capella; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

Capella Singapore is seeking a Supervisor, Capella Culturist to assist the Assistant Manager in managing Living Room operations, delivering exclusive guest service tailored to each guest. You will master hotel layout, local attractions, and VIP guest needs, perform pre-arrival calls, arrange transportation, and ensure smooth daily line-ups with a focus on personalized attention.

With at least 3 years in front-of-house roles at luxury hotels, you will excel in a fast-paced environment and

Qualifications

• Minimum requirement is a Diploma in Hospitality Management.
• Proven track record in delivering personalized guest service.
• Ability to communicate clearly and build rapport with guests.

Responsibilities

• Manage Living Room operations to ensure exclusive guest service.
• Perform pre-arrival calls and arrange transportation or special requests.
• Convey VIP and Repeat Guest preferences to relevant teams and ensure timely service.
• Maintain knowledge of hotel layout, local events, attractions and vendor information.
• Handle guest complaints following procedures to maintain satisfaction.
• Support monthly inventory checks and daily line-ups as required.

Skills

Exceptional customer service

Strong communication

Interpersonal skills

Multitasking

Education

Diploma in Hospitality Management

Job description

Position Overview

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