Hotel Manager

**Position Overview**

The Hotel Manager at Capella Singapore holds full responsibility for all operational functions of the hotel, encompassing the Rooms Division, The Club Residences, Food & Beverage operations, and Auriga Spa. The role ensures that each department operates in alignment with Capella's service philosophy and luxury standards while delivering exceptional guest experiences. As a strategic leader, the Hotel Manager drives performance across all areas, upholding accountability for guest satisfaction.

**The Role**

**Operational Responsibilities**
- In conjunction with relevant department heads, review daily and weekly activities and priorities to ensure the smooth and efficient operation of the hotel, tailoring service to guest needs and in line with Forbes, LQA, and company service standards.
- Collaborate with the Rooms Division and Food & Beverage management teams on the analysis, review, and enhancement of Capella Singapore's service and product offerings, ensuring the needs of guests and colleagues remain at the heart of all initiatives.
- Champion effective communication and collaboration across all hotel departments, fostering proactive relationships and alignment on shared goals.
- Establish clear short
- and long-term objectives for direct reports, department heads, and operational teams, ensuring alignment with service excellence, quality standards, and departmental priorities.
- In partnership with the Rooms Division Manager, oversee the Culturist approach to service delivery, including the arrival experience, room allocations, VIP programs, guest history and preferences, and ensure associated data is fully leveraged.
- Engage regularly with guests to understand their perception of the Capella Singapore experience, making appropriate recommendations to the General Manager.
- Maintain an active presence throughout the resort, particularly in high-traffic areas such as breakfast, peak check-in/out periods, and guest-facing locations including F&B outlets, greeting VIPs and regular guests (residential and non-residential).
- In collaboration with the relevant managers and the General Manager, ensure all guest feedback-written or verbal-is addressed promptly and thoroughly, with follow-up actions that meet or exceed guest expectations.
- Ensure all operational departments adhere to current Forbes, LQA, and Capella brand standards, with SOPs consistently implemented, updated, and reviewed with department heads.
- Leads and champions GRI and guest satisfaction performance, ensuring scores are continuously monitored, analyzed, and optimized in alignment with the hotel's KPIs.
- Oversee, together with the Director of Engineering, all capital projects and contractor collaborations related to room refurbishments, new F&B outlet openings, the Spa, and Residence units. Support landscaping operations and standards upkeep.
- Conduct daily inspections of all guest and operational areas, including FF&E, to ensure facilities are maintained in optimal condition. Recommend preventive maintenance, coordinate with Technical Services, and promote full utilization of Unifocus and relevant building/property systems.
- Champion the CARE Program with the Director of Engineering, ensuring the execution of at least two full cycles per year.
- Be fully familiar with Capella Singapore's emergency procedures and act accordingly in the event of any incident.
- Actively participates in all corporate and hotel-led initiatives, positioning the property as a flagship pilot location for new programs and innovations.
- Serves as a proactive ambassador of the GHA Discovery loyalty program, consistently seeking opportunities to enhance and personalize the member experience.
- Ensure full compliance with local legislation and licensing regulations, and maintain a thorough understanding of legal considerations relevant to hotel operations.

**Sales, Marketing, and Revenue**
- Collaborate with the Sales and Revenue teams to optimize rooms revenue, average daily rate, and RevPAR. Work proactively with the Revenue Management, Reservations, and Rooms Division teams to implement effective yield strategies aligned with occupancy and revenue targets.
- Maintain up-to-date knowledge of market trends and competitive performance in Singapore and regional luxury hospitality and dining, seeking ongoing opportunities to enhance Capella Singapore's offering.
- Identify and propose new marketing initiatives, promotional campaigns, and creative concepts to drive sales and increase footfall in F&B outlets.
- Monitor current and emerging hospitality trends to ensure Capella Singapore remains competitive and positioned as a market leader.
- Communicate regularly with the Head of Events and Group Sales on sales leads, need periods, booking trends, and client feedback.
- Represent Capella Singapore in sales and PR activities including sales trips, media engagements, site inspections, and client entertaining.
- Assist in the development of prom