Assistant Manager

2 weeks ago

Sydney, New South Wales, Australia Capella Hotels and Resorts Full time
Assistant Manager - Guest Relations (Culturist)

Join to apply for the Assistant Manager - Guest Relations (Culturist) role at Capella Hotels and Resorts

Overview

Capella Hotels and Resorts embody excellence in the craft of hospitality. Our vision is to combine tradition, discovery, individuality, and a twist of the unexpected, to create the perfect stay for each guest. Capella Sydney is a luxury hotel housed in the heritage-listed Department of Education sandstone building, delivering a guest experience with lavish amenities, architecture, and refined interiors.

Position Summary

The Assistant Manager - Guest Relations (Culturist) leads and manages a team of local culture and heritage experts, the Capella Culturists, to provide flawless and luxury personalised service to all guests. The role manages The Living Room in a manner that upholds quality, Forbes standards, and best practices in all settings and dealings.

The Role
  • Analyse and oversee pre-arrival reservation procedures from initial enquiry to personalisation of the guest stay, reconfirming arrangements and offering additional assistance.
  • Design and conduct articulate tours of Capella Sydney, including storytelling, facts, and insights about the Education Building.
  • Continuously innovate and design engaging travel experiences within and around the hotel, providing expert advice on experiences aligned with Capella values.
  • Collaborate closely with the Chief Culturist on programming Daily Rituals, Moments & Curates to deliver new product offerings.
  • Ensure Forbes guidelines are upheld in daily operations, from The Living Room management to guest experience across the property.
  • Ensure Capella Rituals/Moments are well executed, programmed, and guests are registered through technology applications.
  • Monitor and control monthly departmental expenses and support senior management with Rooms Division budget and forecast reporting.
  • Promote Forbes standards to deliver excellent audit and service performance across the team.
  • Contribute to training programs through updating the Training Certification Manual (TCM) and ensure thorough onboarding of each Culturist colleague.
  • Implement a balanced training program for all staff to experience and demonstrate the Culturist competencies and showcase The Living Room.
Talent Profile / Qualifications
  • Tiered education in Hotel/Hospitality Management preferred.
  • 2 years' experience in a similar luxury-hospitality role.
  • Concierge experience is advantageous.
  • Executive Lounge, Front Desk, or Guest Services experience preferred.
  • Excellent interpersonal skills and ability to build strong guest relationships.
  • Very good command of spoken and written English.
  • Knowledge of Property Management Systems (e.g., OPERA).
  • Responsible Service of Alcohol certification.
  • Valid working rights in Australia.
What You Will Receive With Capella Sydney
  • Join a vibrant and nurturing workplace.
  • Work in elegantly designed areas within a historic building, with premium amenities.
  • Access online LinkedIn training courses for personal and professional growth.
  • Savour complimentary meals during shifts.
  • Discounts for hotels and group bookings.
  • Employee assistance programme (EAP) offering confidential counselling and support.
  • Birthday leave allowances.
  • Opportunities for growth and advancement within the organisation.
Details
  • Seniority level: Not Applicable
  • Employment type: Full-time
  • Job function: Management and Manufacturing
  • Industries: Hospitality

We appreciate your understanding that we will only be able to contact shortlisted candidates.


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