Chief Culturist

THA_
- _Full Time_

**Position Overview**

Chief Culturist will be responsible for leading, planning and managing the operations of the Capella Culturist Team to create a passionate and committed team ultimately exceeding guests' expectations and achieving sustainable bottom line performance. The position is responsible for Leadership, Vision and Strategies to constantly look into improving work processes and stay ahead of hospitality trends that will continuously exceed the expectations of the guests, creating everlasting memories for them. Ensures to achieve the hotel's service promise to deliver stellar level of customer service and to create memorable hospitality experiences to all of our guests throughout their stay and ensuring that "personalized service" is always at the forefront of everything we do.

**The Role**
- 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 responsibi