Butler acts as a point of contact for the guest during their stay, assisting with any arrangements or requests of the guests and provides personalized service to ensure a flawless and memorable experience through the Raffles touch.
KEY ROLES & RESPONSIBILITIES
KNOWLEDGE
- To have thorough knowledge of all SOP’s for Butler Service department
- To have thorough knowledge of local rules and regulations
- To have accurate knowledge of different room categories, private bar items and reading Opera PMS reports
- Being knowledgeable on answering and directing phone calls
- To have basic knowledge of PMS reports for daily task functions and online platforms used for task delegation
- To be fully aware of Raffles Brand Standards and Values, have thorough knowledge on LQA, Forbes and similar quality-oriented standards
To adhere to Butler’s standards and procedures and enforce the same
SERVICE
- Foster Raffles Values; Excellence, Respect, Integrity Caring
- Internalize Raffles Brand personality; Charming, Graceful, Thoughtful, Welcoming
- Go extra mile to make sure every guest needs are not just met, but exceeded.
- Assist and support team members and other departments in order to ensure a smooth operation
- Create relationship with employees that is based on open and sincere communication which leads to building long lasting trustful relationships
- Never fail the Top 5 Service Excellence
- Look at me
- Smile at me
- Talk to me
- Listen to me
- Thank me
OPERATIONS
- Corresponds with guests for any requests or preferences prior to, during and following their stays and ensuring the guest basic information details is correct prior to arrival and any outstanding payment prior to arrival is noted.
- Regularly attends department line-ups and meetings to communicate any pertinent information and to assist in any needed activity.
- Attends training sessions, performing related duties and special projects assigned as required.
- Manages and exceeds guest expectations
- Handles and reports guest complaints to shift in-charge.
- Inspects arrival rooms to make sure all standards are met.
- Inspects occupied rooms to deliver the Raffles touch by providing proactive personalized service and exceeding expectations.
- Keeps track of all due out and stay over DND rooms
- Cleans, maintains and ensures the upkeep of guest minibars and butler minibar storerooms and reports any maintenance faults
- Ensures all unattended valuables and inside guest rooms are noted and Butler Administration Officer is informed about the same.
- Communicates with Private Dining on a regular basis to ensure amenities, guest preferences and other such points are taken care of and carried out flawlessly.
- Ensures that repeat and long stay guests are greeted regularly and the profiles are updated.
- Decorates rooms for kids and special occasion rooms and provides special attention to such reservations.
- Realizes the multi-cultural nature of guest profiles and provides personalized service accordingly.
- Takes regular inventories of all items and informs butler admin supervisor for any fresh stocks required.
- Provides additional services such as laundry, packing and shoe shine service and ensures that special preferences of all guests are taken into consideration.
- Ensures smooth handover of daily activities to next shift to avoid any pending guest request for the day.
- Practices up-selling of the hotel products and facilities, ensuring all relevant documentation such as disclaimers forms are signed by the guests prior.
- Provides in-room check-ins and room orientations for guest comfort
- Provide in-room check-outs and ensure guest bills are clear, all postings align with the guests stay and consumptions.
- Ensure during check-outs all bills is left clear of any pending payments inclusive of the agencies outstanding balance. E.g. closing of city ledgers.
- Assis the guest with any cash related queries they have (e.g. petty cash, paid out, currency exchange etc.)
- Be up to date with any work-related operational requirements such as food safety, first aid training & fire safety training but not limited to these.
- Have an understanding and be able to perform small operational duties such as wine service, cocktail making (limited to Invilla welcome drink service), bed making, helicopter training compliance, special food and beverage set ups such as sundowner.
- Greet and meet with the guest during arrivals which may include airport pickups depending on VIP level, and driving the guest on the property to any required destination, as well as departure.
- Complete traces to ensure no follow ups are pending
- Understand the credit limit report
VALUES
- Respect – We respect each individual and the environment in which we operate.
- Excellence – We make genuine connections, and we cherish every opportunity to make the people around us feel special.
- Belonging - We celebrate our differences. We support each other and we always stand together.
- Empowerment – We have authority to take initiative and anticipate moments that create unforgettable experiences.
Integrity – We build trust through mutual respect and being authentic.
JOB SPECIFICATIONS
DESIRABLE
PHYSICAL
- Neat appearance
- Articulate
- Good Posture
LANGUAGES
- Oral and written fluency in English
- Local language
DISPOSITION
Leadership;
Relationships;
Character;
Potential
- Ability to motivate and lead
- Strong interpersonal skills
- Attention to detail
- Multitasking