Interview with Mr. Marc von Arnim,
General Manager, Capella Sydney
Since its inception, Capella Sydney has garnered prestigious accolades, including the “2023 Reggie Shiu Development of the Year” at HICAP and multiple honours at the AHEAD Asia Awards. Recently, in 2024, Capella Sydney received widespread acclaim, earning prestigious titles including Australian Hotel of the Year and Best Luxury Hotel and at the HM Awards for Hotel and Accommodation Excellence (HM). The hotel was also named Best Deluxe Accommodation in Australia at the Australian Hotels Association (AHA) Awards for Excellence, recognised as Best Luxury Hotel or Resort – Australia, New Zealand & South Pacific at the Luxury Travel Gold List Awards, and awarded Best Hotel in Asia/Pacific at the ULTRAs, solidifying its position as a premier destination for discerning travellers seeking an exceptional hospitality experience.
Mr. Marc von Arnim stands as a preeminent figure in Australian luxury hospitality, renowned for his leadership as General Manager at Capella Sydney. His expertise lies in crafting immersive guest experiences that seamlessly integrate with local culture and storytelling, aligning seamlessly with Forbes’ standards of excellence. SpaChina interviewed him.
Under Marc’s guidance, Sydney’s historic Department of Education building has been transformed into the acclaimed Capella Sydney, renowned for its personalised service and bespoke experiences rooted in the harbour city’s vibrant arts and cultural scene. Marc’s leadership epitomizes Capella’s dedication to delivering unparalleled guest experiences through meticulous attention to detail and surpassing expectations, forging lasting impressions for travellers worldwide.
As a leading luxury hotel in Sydney, what do you think is the most distinctive highlight of the Capella that attracts guests?
At Capella Sydney, we provide a curated experience that transcends the traditional luxury stay, emphasizing bespoke, personalized service to ensure each guest feels truly valued. What sets us apart is our dedication to crafting unforgettable and meaningful cultural experiences through our Capella Moments, Rituals, and Curates programs.
While we prioritize comfort, we also provide unique opportunities for our guests to immerse themselves in the vibrant culture of Sydney and discover the stories behind our hotel. Every detail, from our design to our service, is carefully curated to delight and surprise our guests in ways they never anticipated.
Capella Sydney is housed in the historic Department of Education building. Could you share some lesser-known stories behind this iconic landmark?
Our building holds a significant place in Sydney’s educational and government history. The building itself has witnessed key moments in the city’s development, and when we embarked on the renovation, our goal was to preserve its heritage while transforming it into a modern luxury hotel.
We worked closely with heritage experts and Make Architects to ensure we honoured the original architecture, integrating contemporary luxury amenities without compromising the building’s character.
One of the major changes was expanding the building to 11 storeys, adding custom-designed extensions with fluted fins and curved glass corners that beautifully complement the sandstone façade. Inside, we’ve created 192 spacious rooms, a wellness area beneath stunning heritage roof lanterns, and new event spaces open to the public. At the heart of it all, we wanted the hotel to serve as a bridge between Sydney’s past and future – offering unparalleled luxury while preserving the building’s timeless legacy.
When it comes to crafting guest experiences, how do you ensure that every guest is immersed in Sydney’s unique culture?
Sydney is such a culturally rich city, and at Capella, we make sure every guest gets to experience its vibrant energy. Through our exclusive monthly hotel program, including Capella Moments, Rituals, and Curates, we bring the best of Sydney’s culture to life. Guests can head out on a tour to learn more about our First Nations history or check out local Sydney favourites like the Carriageworks Farmers Market – it’s all about giving them a deeper connection to our beautiful city.
One of the highlights in our programme is our Capella Curates “Sail Away” tour. Guests get to board the beautiful, historic Southwinds, a 1950s yacht that perfectly blends elegance and adventure. With champagne in hand and fresh oysters served, they cruise the sparkling waters of Sydney Harbour, discovering hidden gems like Middle Harbour and Castle Rock. The tour ends with a memorable dining experience on Shark Island, making for a truly unforgettable day.
How do you lead your team in pushing the boundaries of traditional luxury hospitality, creating unexpected delights for guests? Which services or experiences are the most popular among your guests?
I lead my team by nurturing a culture of creativity and empathy, always encouraging them to step into the guests’ shoes. At Capella, we don’t just aim to meet expectations – we aim to exceed them by crafting personalised experiences that surprise and delight our guests.
One of the standout aspects of our approach is our Culturist Program, led by our Chief Culturist, Jonathan Fambart. This program is key to our dedication to curating memorable and impactful cultural experiences for our guests.
One of our most popular experiences is our evening ritual, “Echoes of Eternity” hosted by our Culturist team in The Living Room. This special moment invites guests to enjoy a locally crafted cocktail while immersing themselves in Sydney’s rich history, such as the fascinating story of folk hero Arthur Stace.
At Capella Sydney, we’re redefining luxury by offering more than just lavish amenities. We provide an immersive cultural journey that connects our guests to the heart of Sydney through history, art, and meaningful experiences.
How does Capella Sydney stay competitive in this evolving landscape and even set new trends?
We stay competitive by continually evolving to meet the changing demands of luxury hospitality. Our ability to set new trends comes from understanding the core of what our guests truly seek – authentic experiences, personalized service, and wellbeing.
In recent years, “wellness travel” has become a worldwide trend. How do you see this movement influencing the luxury hotel industry? What unique wellness and well-being experiences does Capella Sydney offer?
Wellness travel is becoming more popular as modern luxury guests increasingly seek experiences that nurture both body and soul, and seek opportunities to enhance sense of wellbeing or support or a healthy lifestyle. At Capella Sydney, we’ve redefined luxury wellness through personalisation and partnerships and an integrated approach to wellness, recently launching an exclusive partnership with Fluidform, Australian Pilates brand, for on-demand sessions. Additionally, we’ve introduced a wellness-focused in-room dining menu featuring nutrient-rich meals that support guests’ wellbeing goals.
Capella Sydney is Australia’s first hotel to offer such an integrated wellness experience in a city setting, blending health and pleasure like never before.
Auriga Spa is an award-wining spa. Could you share some signature treatments or philosophies that would appeal to spa enthusiasts in China?
At Capella Sydney, our award-winning Auriga Spa offers a unique wellness experience, drawing inspiration from lunar cycles and natural elements for our signature rituals. Our treatments blend ancient healing traditions with modern luxury, designed to rejuvenate both body and mind. For Chinese visitors, we recommend our tailored wellness offerings to combat jet lag and begin their rejuvenation. Guests can start with a session in our sauna, steam room, and ice fountain to refresh and invigorate, before experiencing our signature “Connect to Country” wellness journey, which incorporates healing stones gathered with permission from Indigenous Elders. The are crafted from 100% plant-based certified organic Australian native bioactive and clinically proven nutraceuticals to nurture and heal on a deep, cellular level. A perfect welcome to Australia
Looking back at Capella Sydney’s journey since its opening, what has been your proudest moment? Are there any particularly memorable guest feedback or unforgettable stories that stand out?
When you spend so much time planning how you want the hotel to be run and perceived, it’s incredibly rewarding to finally open the doors and see guests experience it for the first time through their eyes. One of my proudest moments has been hearing guests share how much they’ve enjoyed their stay with us – it’s always so fulfilling to know we’ve exceeded their expectations.
Another truly memorable experience is when guests tell me they booked their stay because a friend recommended Capella Sydney after having a wonderful stay themselves. It’s a reminder that our reputation for excellence is building, and we’re creating lasting impressions that inspire guests to return.
As the hospitality industry continues to evolve rapidly, how do you see artificial intelligence and digital experiences integrating with high-end hotels? In what ways can these technologies enhance the guest experience?
Artificial intelligence and digital technologies are rapidly becoming essential in shaping the future of the luxury guest experience, and we are closely monitoring their evolution. At Capella Sydney, we leverage our digital marketing channels and content creation to showcase our unique experiences at the hotel and tell our story across social media. In the travel industry, content is king – especially in inspiring both current and future guests during the “dreaming” phase of their journey.
For young professionals aspiring to enter the luxury hospitality industry, what career advice would you offer? In your opinion, what key qualities should the future leaders and professionals in luxury hotel management possess?
The luxury hospitality industry is dynamic, and my advice would be to always stay curious and be open to learning. Excellence in service, attention to detail, and the ability to adapt are key qualities of a great hospitality professional. I would also recommend working in a variety of roles to understand all aspects of the business, from front-of-house to behind-the-scenes operations. Most importantly, I believe future leaders should cultivate empathy, as truly understanding the needs of others is at the heart of exceptional service.
