Capella Singapore
  • Singapore, SGP
  • Full Time

Be an ambassador to Capella Singapore at all times by providing accurate information to tenant's inquiry without disclosing hotel's confidential information. All phone calls and enquiries must be answered with specific timeliness by applying correct etiquettes and standards. Partnering with respective immediate departments to meet established standard prior to their requirements.

 

Job Description

Hotel and property product knowledge:

  1. All hotel and property's facilities, features/services, art works and operation hours.
  2. Maintain complete knowledge and comply with all hotel / property policies and procedures.

Daily Routine:

Setting up and Upkeep of Clubhouse

  1. Opening and closing the Clubhouse daily
  2. Ensuring that Clubhouse is in immaculate condition, reporting on defects or cleanliness issues whenever necessary
  3. Ensuring refreshments are replenished
  4. Providing beverage assistance when required
  5. Loan of books, newspaper, magazine from the Clubhouse, upon request

Concierge Services

  1. Ensuring coverage at Concierge Desk from 8am 8pm daily
  2. Keeping up to date on guests' movement through the Interaction Log
  3. Assisting with recommendations and reservations at various restaurants, attractions, hotels
  4. Assisting with requests for transportation
  5. Providing information to neighboring retailers, banks and clinics (including Camden clinics) and other services, their addresses and contact numbers.
  6. Arranging for laundry pick up and delivery on behalf of tenants
  7. Receiving parcels on behalf and arranging for courier requests
  8. Reception services (providing access to unit on behalf of tenants)
  9. Recommendation of 3rd party vendors (Housekeeping, tutors, catering, party planners, masseur, babysitting services, pet care, car services, pest control etc.)
  10. Providing Business Centre services (Printing, scanning etc)
  11. Liasing with Management and Engineering on all tenant defects, feedback and complaints
  12. Assisting tenants with logging into complimentary WIFI provided in public spaces
  13. Ensuring that all requests from tenants (through email, Concierge phone or face-to-face) are dealt with in an efficiently and timely manner and handed over clearly when not possible.
  14. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, events or issues).
  15. Warm welcome and fond farewell at the driveway
  16. Assisting with luggage / bags when necessary
  17. Wet weather assistance

Facilities Booking:

  1. Assisting with any reservations of property facilities
  2. Preparing the venues prior booking, assisting with handover and to check space upon tenant's handover back to us.
  3. Advising on usage of facilities like Spa Room, Steam Room, Jacuzzi, BBQ pits where applicable
  4. Advising on deposits and charges upon request
  5. Booking of gourmet kitchen includes use of complete set of crockery and plates/utensils

Other roles:

  1. Providing Away services (watering of plants, collecting of mail, coordinating with contractors for access into unit for regular maintenance etc)
  2. Providing Moving in services (Recommendation of utility providers, telephone, internet and cable TV connection, Newspaper subscription and helpers etc.)
  3. Executing tenant engagement activities
  4. Receiving feedback, compliments and complaints and ensuring that all are resolved to guests' satisfaction
  5. Any other liaison between Management and Tenants
  6. Complete shift check list
  7. Attend Daily Line-Up (Mondays to Fridays)
  8. Perform any task assigned by any manager
  9. Any other ad-hoc duties assigned

Essential Skills

  1. Ability to input and access data in a computer.
  2. Ability to focus attention on guest needs, remaining calm and courteous.
  3. Ability to handle guest's complaint and inquiries and provide responses accurately exercising good judgment.
  4. Ability to build good rapport with all individuals including internal and external.
  5. Ability to think clearly, quickly, maintains concentration and makes concise decisions in any circumstances.
  6. Organization skills.
  7. Possess good observation skills.
  8. Able to work well under pressure and multitasking.
  9. Ability to remain stationary at an assigned post for an extended period of time.
  10. Able to perform job functions with minimal supervision.
  11. Ability to work cohesively with other departments and co-workers as part of a team.
  12. Ability to adapt to changes.

 

Qualifications:

Essential:            

  1. High School graduate.
  2. Possess good command of English in written and verbal aspects.
  3. Ability to be part of a team to achieve service excellence.
  4. Basic computer skills.
  5. Responsible, honest and trustworthy.

Desirable:

  1. A high school education or related experience in the hospitality industry.
  2. Previous experience as a concierge is an added bonus.
  3. Fluent in a second language preferred.
  4. Knowledge of telephone etiquette and computer eligibility.
  5. Willing to work flexible hours, including weekends and public holidays.
  6. Possess professional image and positive personality.

 

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