Communications Centre Supervisor

About Capella Hotels and Resorts

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. Our destinations are designed by world-renowned architects. Our restaurants offer authentic flavours imaginatively reinvented. From the Auriga spas to each location's dedicated and personal guest services, the Capella spirit is holistic, generous, and bespoke.

About Capella Sydney

Nestled in the heart of Sydney, Capella Sydney offers discreet luxury within the golden sandstone walls of a heritage building. An urban oasis where modern elegance meets historical charm, the hotel is home to meticulously curated artworks and interiors that celebrate Australia's stunning panorama. Located steps from the city's most iconic landmarks, Capella Sydney is an extraordinary embodiment of crafted hospitality that encapsulates an immersive cultural experience with unparallelled sophistication and style.

The Role

We are looking for passionate and service-oriented individuals to join our Front Office team as Communications Centre Supervisor.

The Communications Centre Supervisor is responsible for the oversight of the Communications Centre and to ensure that the established standards of the department are being met.

• Provide exceptional guest service in answering calls, messages, and emails promptly and professionally, adhering to company communication standards.
• Utilise Knowcross effectively by placing guest requests for housekeeping, laundry, front office, engineering, and other departments using our internal system.
• Coordinates and assigning duties to Communication Agents as required for maximum efficiencies and guest satisfaction.
• Responsible for facilitating efficient communications for both guests and colleagues both within the hotel and for external communications.
• Adapt to ongoing information, handle restaurant inquiries, and assist with in-room dining orders.
• Deliver seamless guest experiences to coordinate wake-up calls and provide comprehensive administrative support.
• Resolve guest concerns efficiently by addressing them professionally, following up with the appropriate departments, and ensuring guest satisfaction.
• Maintain comprehensive hotel knowledge. Become a resource for guests by being knowledgeable about all hotel amenities, services, and local attractions.
• Monitor email and direct message response times and ensure luxury verbiage standards and response quality is in line with established standards.

Talent Profile

• Preference for candidates with a tertiary education.
• A friendly personality with a strong passion for fostering positive guest relations.
• Experience in a similar role at luxury hotels, resorts, or commercial facilities.
• Familiarity with Property Management Systems (PMS) and hotel systems, such as Opera Cloud and KnowCross.
• Ability to work rotating rosters over a day week.
• Proficient in both written and spoken English.
• Must have valid working rights in Australia.

Working with Capella Sydney

• Join a vibrant and nurturing workplace.
• Work in elegantly designed areas while enjoying amenities in a historic building.
• Benefit from online LinkedIn training courses aimed at your personal and professional growth.
• Savour complimentary meals during your shifts.
• Enjoy discounts for hotels and group bookings.
• Employee Assistance Program (EAP) provides confidential counselling and support.
• Celebrate your birthday with special leave.

• Embrace opportunities for growth and advancement within the organisation.

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