Position Summary

The Chief Culturist is responsible for leading and managing the team of local culture and heritage experts, the Capella Culturists, to provide flawless and luxury personalised service to all guests. The Manager also assists to oversee the Front Office operations.

The Role

• Provide inspirational leadership with a clear vision and direction to team members to ensure delivery of the Capella brand values and vision, to create an amazing experience for all guests and colleagues.
• Oversees and manages the daily operations of the Culturists and ensures that all team members comply with service standards, departmental policies and operating procedures set by the hotel.
• Ensures and provides flawless, upscale, professional and high-class guest service experiences as a role model of culture and heritage experts to all guests.
• Build strong relations with all guests, noting special attention to the hotel's VIPs and return guests to ensure long lasting guest loyalty.
• Handling complaints and resolving service 'Glitches', keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction.
• 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 service and all guests are promptly greeted upon arrival.
• Oversee personalized check-in and personalize check-out procedures, including reservations and financial transactions.
• Be the champion of the hotel's offerings and Kyoto's culture and heritage by supervising and training team members on Concierge service including but not limiting to recommending and arranging reservations for dining, attractions and Capella Curates.
• Network and build relations with external service provides (e.g. of popular attractions, bars and restaurants) to deliver highest level of guest experience on behalf of the hotel.
• Maintain an up-to-date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
• Coordinate with Learning & Development Managers on standard testing, identify trainings needs and provide guidance to improve team members' performance.
• Mentor and guide individual colleagues' growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
• Ensure all team members recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
• Analyze guest feedback from direct feedback, comment card or any online reviews and providing strategic direction to continuously improve overall rating.
• Effectively communicate and liaise with all departments to provide an overall comfortable guest experience.
• Create and provide suggestions of new Capella Curates program to enhance the hotel's signature service.
• Monitor performances team members and provide effective performance feedback for improvements, recognition and performance appraisal as due.
• Drive high quality and consistency in standards to achieve mission, vision and goals set by the hotel.
• Lead the daily line-up meeting and constantly remind colleagues of the Capella Service Standards and Culture Philosophy. Attend all Head of Department and any operations related meetings.

Talent Profile

Diploma of college or university preferably in Hotel/Hospitality Management

Experiences in similar role in luxury hotels/resort

Concierge experience is of advantage

Excellent interpersonal skills with personable character, good at cultivating strong guest relations

Very good command of English and Japanese (spoken and written)

Knowledge in Property Management System (e.g. OPERA)

Competent computing skills (e.g. Microsoft Office)

Position Summary

The Chief Culturist is responsible for leading and managing the team of local culture and heritage experts, the Capella Culturists, to provide flawless and luxury personalised service to all guests. The Manager also assists to oversee the Front Office operations.

The Role

• Provide inspirational leadership with a clear vision and direction to team members to ensure delivery of the Capella brand values and vision, to create an amazing experience for all guests and colleagues.
• Oversees and manages the daily operations of the Culturists and ensures that all team members comply with service standards, departmental policies and operating procedures set by the hotel.
• Ensures and provides flawless, upscale, professional and high-class guest service experiences as a role model of culture and heritage experts to all guests.
• Build strong relations with all guests, noting special attention to the hotel's VIPs and return guests to ensure long lasting guest loyalty.
• Handling complaints and resolving service 'Glitches', keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction.
• 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 service and all guests are promptly greeted upon arrival.
• Oversee personalized check-in and personalize check-out procedures, including reservations and financial transactions.
• Be the champion of the hotel's offerings and Kyoto's culture and heritage by supervising and training team members on Concierge service including but not limiting to recommending and arranging reservations for dining, attractions and Capella Curates.
• Network and build relations with external service provides (e.g. of popular attractions, bars and restaurants) to deliver highest level of guest experience on behalf of the hotel.
• Maintain an up-to-date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
• Coordinate with Learning & Development Managers on standard testing, identify trainings needs and provide guidance to improve team members' performance.
• Mentor and guide individual colleagues' growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
• Ensure all team members recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
• Analyze guest feedback from direct feedback, comment card or any online reviews and providing strategic direction to continuously improve overall rating.
• Effectively communicate and liaise with all departments to provide an overall comfortable guest experience.
• Create and provide suggestions of new Capella Curates program to enhance the hotel's signature service.
• Monitor performances team members and provide effective performance feedback for improvements, recognition and performance appraisal as due.
• Drive high quality and consistency in standards to achieve mission, vision and goals set by the hotel.
• Lead the daily line-up meeting and constantly remind colleagues of the Capella Service Standards and Culture Philosophy. Attend all Head of Department and any operations related meetings.

Talent Profile

Diploma of college or university preferably in Hotel/Hospitality Management

Experiences in similar role in luxury hotels/resort

Concierge experience is of advantage

Excellent interpersonal skills with personable character, good at cultivating strong guest relations

Very good command of English and Japanese (spoken and written)

Knowledge in Property Management System (e.g. OPERA)

Competent computing skills (e.g. Microsoft Office)

Kindly note only shortlisted candidates will be contacted.