The Culturist is the ambassador of the hotel and is responsible for crafting memorable guest experience from pre-arrival to post-departure moments. The individual is also the expert in local culture and heritage, provides flawless and luxury personalized service to all guests. The Culturist is also responsible for the upkeep of the Capella Living Room.
Primary Responsibility• Be the champion of the hotel’s offerings and local city’s culture and heritage by providing Concierge service including but not limiting to recommending and arranging reservations for dining, attractions and Capella Curates.
• Sending pre-arrival email to all guests to extend a warm welcome, to learn guest preferences (e.g. purpose of visit, guest preferences and special request), as well as, to offer assistance for any arrangements to create the best memorable experience for our guests.
• Checking the daily arrival list, highlighting VIPs and guests with special requests and or preferences, thereafter effectively communicate the information to the relevant departments.
• Communicates with housekeeping to ensure guest rooms are in perfect condition and that welcome amenities are set up prior to guest arrival.
• Plans and arranges set up for special occasions and or requests (e.g. birthdays and anniversary celebrations). Recognise and extend warm welcome to all VIPs and returning guests and maintain strong relations throughout their stay.
• Has a thorough understanding of all guest room features, hotel facilities and service amenities as well as emergency protocol in order to orientate guests effectively.
• Meets and greets guests upon arrival, provides personal check-in services at the Living Room, escorts and conducts rooming orientation.
• Performs private check-out service and ensure that all billing details are accurate before presenting final bill to the guest for payment.
• Maintains the upkeep of the Living Room by ensuring that all areas are kept neat, clean and organised at all times.
• Engages in meaningful conversation with guests on their comfort, stay experience preferences, and provide suggestions to enhance their stay. Log the information gathered under the appropriate system.
• Ensures accurate recording of all reservations and arrangements made by logging them under the appropriate system and preparing confirmation letter for guests’ reference.
• Assists guests in running errands and occasionally accompanying them off-site with approval from higher management.
• Promotes cross selling of special rates and or promotional activities within the hotel to maximize revenue generation.
• Handles any service shortfall and report it under the appropriate system, resolves the issue and ensures that corrective actions and service recovery follow ups are action upon in a timely manner.
• Reviews the level of guest satisfaction through comment cards, direct feedback and or other relevant channels to identify and provide suggestions for improvement.
• Diploma of college or university preferably in Hotel/Hospitality Management
• 2 years’ experience in similar role in luxury hotels/resorts
• Concierge experience is of advantage
• Excellent interpersonal skills with personable character, good at cultivating strong guest relations
• Very good command in spoken and written English
• Knowledge in Property Management System (e.g. OPERA)
• Competent computing skills (e.g. Microsoft Office)