Key Roles & Responsibilities
- Departmental Epicenter: Act as the central communication hub, coordinating butler services and following up on guest activities to ensure flawless service delivery.
- Pre-Arrival Preparation: Meticulously review arrival lists (ideally 7 days in advance) and guest profiles to prepare for companion preferences and special requirements.
- Inter-Departmental Liaison: Track and monitor service requests performed by other departmentsāsuch as Turndown (Housekeeping), Maintenance, or F&Bāto ensure they meet Rafflesā strict timelines and standards.
- Operational Coordination: Manage the departmental workflow, including monitoring message boxes for task completion and ensuring butlers follow through on scheduled guest rituals.
- Guest Preference Management: Actively update guest history databases with personal information, practices, and "likes/dislikes" gleaned from observations and feedback.
- Administrative Support: Assist the Head Butler with administrative needs, including inventory control for butler supplies and preparing operational reports.
Professional Standards
- Raffles Values: Embody the brand personality: Charming, Graceful, Thoughtful, and Welcoming.
- Service Excellence: Adhere to the "Top 5 Service Excellence" standards: Look at me, Smile at me, Talk to me, Listen to me, and Thank me.
- Compliance: Maintain full awareness of LQA (Leading Quality Assurance) and Forbes Travel Guide standards to ensure world-class luxury benchmarks are met.