Job Level 岗位级别：Supervisor 主管
Report To 汇报给：Duty Manager 值班经理
Position Overview 岗位概述：
The Capella Culturist is responsible to assist/provide every guest with Dining Reservation, Transportation, entertaining recommendations or any other needs. This position is a combination of personal assistant and concierge.
The Role of the Capella Culturist is to offer our guests with an exclusive service that is accurate, courteous, efficient and tailored to the individual requirements of our guests.
The Capella Culturist will be working on a one to one basis with each guest, structuring their activity requests around their specific requirements and interests. This will only be achieved by having a thorough knowledge about the local culture in Shanghai.
The Capella Culturist should be able to provide instant yet positive judgment towards all events happen. Being a Capella Culturist, never say “NO” to any guests’ appropriate requests, furthermore, Capella Culturist should have clear understanding and information about the hotel in order to provide accurate message to the guests.
Other than that, Capella Culturist is responsible to all the bookings, room charges, answering phone calls as well as replying emails. In addition, they are also responsible to upload and key in all important information into the system. Last but not least, being a Capella Culturist is important to provide memorable experience to all the guests.
The Role 岗位职责：
Acquire hotel’s product knowledge and standard service procedures.
Memorize guests’ preferences
Acquire hotel’s product knowledge including restaurant operating hours, promotions or any local entertaining facilities.
Greet all the Arrivals/Departures with friendly attitude.
Scheduled and note down daily group activities, names and locations of meeting/banquet rooms.
Acquire the information about the local cultural heritage.
Be responsible to all information in front office department.
Access to computer systems according to established procedures and standards.
Answer department telephone within 3 rings, using proper telephone etiquette.
Provide callers with accurate information about hotel facilities, services and local amenities.
Accommodate and satisfy guest’s requests with kindly manner.
Monitors and follow up on expected check in and check out.
Reports any important information to the next shift.
Ensures all relevant reports are printed and singed off, filed or handed over to next Shift.
Welcome and acknowledge all guests according to company Service Standards.
Handle guest complaints by following the procedures and ensuring guest satisfaction.
Assign appropriate providers according to guest profile and guest request.
Try to avoid placing calls on “hold” for too long.
Assist in emergency situations as central communication center for hotel.
Performs concierge services such as arranging transportation, airline reservations and changes, golf, tennis, luggage repair, art sales or any special guest request.
Assist guests in locating and retrieving lost luggage.
Maintain the condition of the library by keeping desk, equipment and supplies and entry neat, cleanliness and organized.
Report accidents, injuries and unsafe work conditions to Duty Manager.
Successful completion of the training/certification process.
Assist others as required to reach common goals.
Talent Profile 能力&技能需求
Acquire working experience in hotel/resort (preferably luxury brands)
Have professional training in hospitality industry
Able to communicate in Mandarin or English fluently
Having good communication skills
Able to operate basic computer skills