Chief Culturist (Chief Concierge)

• Be responsible for Capella Culturist team by providing training, supervision, oversee and support all team members in daily operation to ensure we comply with all service standards, department policies, and operating procedures on a daily operation.
• Provide inspirational leadership, clear vision and direction to team members to ensure delivery of the Capella brand, values and vision, to create an amazing experience for our guests and team members.
• Ensuring and providing flawless, upscale, professional and high-class guest service experiences as a role model of whole Culturist team to our guests throughout their stay.
• Maintain an image of professional hotel signature service Capella Culturist to all guests, team member and management.
• Show presence in the hotel, and build good relationships with guests and check on well-being.
• Communicating with guests (handling complaints, collecting ideas on improving the operation, providing information, selling facilities, reporting any issue or damages and breakdowns and checking if repairs have been completed).
• Be able to create and update SOP in Culturist role area according to Capella hotel business and be able to suggest or making update according to business situation in order to improve efficiency of work.
• Schedule consistent Standard Operating Procedure trainings, On-Job-Trainings and Audit trainings.
• Monitor daily bookings, ensure room assignment and room readiness prior to guest arrival. Ensure special guests e.g. disabled, elderly, children, special occasion and VIPs, receive a proper special attention services and all guests must be properly greeted upon their arrival.
• Oversee personalized check-in and personalize check-out procedures, including reservations and financial transactions. Also follows up in credit check report, liaise with credit manager.
• Be able to perform, supervise and oversee team members to provide recommendation and suggestion on transportation including arrange or making reservation for guests.
• Being familiar with Bangkok city, to know everything you need to know about the city, stay updated on what's happening in town and be able to offer guests reliable and personalized suggestions about their requests e.g. local tourist spots, places to dine, shopping and sight-seeing. Be able to supervise, oversee and to conduct proper training sessions regarding this to the Capella Culturists and all team members.
• Network with management of popular clubs, bars and restaurants to build relationship on behalf of Capella Bangkok.
• Being knowledgeable on operator or call center etiquettes. Be comfortable to train, support and supervise all Service Centre members on a daily operation for all function's usage. Be able to improve telephone handling and other procedures productivity at all times.
• Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Communicate this to all Front of House members so they can supply information and respond to guest queries.
• Ensure all team member is fully aware of 'Guest Comment' and the indicators that relate to any specific area and focus their attention to maximize scores in these areas.
• Ensure all team members is fully aware of what's LQA or Forbes and the standards that they assess, so they could treat every guest like an auditor.
• Analyze guest feedback from direct feedback, comment card or any online reviews and providing strategic direction to continuously improve overall rating.
• Liaise with all departments to provide an overall comfortable guest experience.
• Follow up on reported guest's feedback, follow up with appropriate service recovery or actions and ensure it is closed to guests' satisfaction.
• Help foster a positive working environment for all team members and check in regularly to ensure team members satisfaction and maintain team member relationships together with encouraging a good performance.
• Contribute one team culture and encourage a culture of cross functional working with our guests in mind, so that you are able to deliver the ideal end to end journey experience.
• Empower team members to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.
• Create and maintain variety of "Capella Culturist" as a hotel signature services and ensure all team member will provide seamlessly service.
• Monitor performances of Capella Culturists team, provide timely feedback for improvements, praise when due and conduct appraisal.
• Provide effective performance feedback through team member recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
• Drive high quality and consistency in standards to achieve mission, vision and goals set by Company.
• Be able to set-up required systems to facilitate efficient monitoring of resources required for operations.
• Ensure all workplace health and safety standards are observed and support given to colleague.
• To attend all Head of Department and related meetings.
• Accountable for all issues reported by the Capella Culturist team.
• Take ownership of individual's growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
• Proactively identify training needs of team members, schedule consistent trainings in multi-aspects that builds team member confidence.
• Assist Assistant Director of Rooms in preparation of Rooms budget and forecast.
• Manage the complimentary guest services expenses such as amenities and service recovery.
• Drive cross-selling and upselling of hotel's products and services.
• Responsible of the recruitment of new talents for the departments and succession planning.
• Oversee administrative duties such as roster planning, approval of annual leave, medical leave, public holiday leave application, up to date leave records.
• Maintain an image of professional Capella Culturist service to all guests, team member and management.
• Be flexible as the job changes and be able to work flexible hours, including weekends, holidays and evenings if necessary.
• Remain well-groomed at all times.
• Keep up-to-date on all hotel policies on safety and hygiene.
• Perform all duties with discretion, professionalism and a pleasant demeanor.
• Perform other duties and responsibilities as assigned by supervisor.

• Diploma of college or university, preferably in Hotel/Hospitality Management.
• Experience in similar role in a luxury hotel / resort.
• Butler experience is of advantage.
• Excellent interpersonal skills with personable character, a team player and good at cultivating strong guest relations.
• Very good command in spoken and written English.
• Great attention to detail and accuracy with the ability to multi task and prioritize.
• Ability to handle stress and stay calm under pressure.
• Good conflict resolution skills with decision making and judgmental skills.
• Flexible regarding the work schedules.
• Knowledge in Property Management System (e.g. OPERA).
• Competent computing skills (e.g. Microsoft Office).
• First Aid and Fire Safety training certification.

Capella Hotels & Resorts