Living Room Operations Supervisor (Capella Culturist)

About the role

The Living Room Operations Supervisor supports the Assistant Manager in delivering a premium, personalized guest experience within the Capella Culturist living‑room environment. This role ensures that every guest interaction is accurate, courteous, and tailored to individual preferences.

Key responsibilities

• Oversee daily living‑room operations, including guest arrivals, amenities delivery, and service hour coordination.
• Maintain comprehensive knowledge of the hotel layout, local events, cultural heritage sites, dining venues, and certified vendor offerings.
• Conduct pre‑arrival calls to gather guest preferences and arrange concierge services such as transportation, airline changes, golf, tennis, luggage repair, and special requests.
• Manage Capella Moments and Curates activities, ensuring seamless execution.
• Perform monthly inventory checks and drive service excellence across the team.
• Handle guest complaints following established procedures, document issues promptly, and coordinate resolution with relevant departments.
• Communicate VIP and repeat‑guest arrivals to designated staff for personalized escort and amenity delivery.

Required profile

• Diploma in Hospitality Management or equivalent.
• Minimum three years of front‑of‑house experience in luxury hotels or resorts.
• Exceptional customer‑service orientation with a focus on personalized attention.
• Strong communication and interpersonal abilities.
• Ability to multitask and prioritize in a fast‑paced environment.

Required skills