Butler Rosewood Hotels and Resorts

Job Summary

To observe guests personal preferences and habits and to anticipate their needs using the utmost discretion. Be the link between the guest and the hotel; oversee the guest needs during his/her stay and help the guest with reservations, special requests, room and hotel orientation, bag packing and unpacking, laundry, shoeshine, etc. Be responsible for gathering preferences and information so the guest recognition is ensured for his/her next visits; keep a critical eye on room cleanliness and pantries and have a thorough knowledge on the functioning of room features, hotel facilities and equipment. Maintain Rosewood high standards of service and hospitality at all times.

Essential Duties and Responsibilities

• Be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Provide a courteous, professional, efficient, and flexible service at all times. Be well groomed, clean, and pleasant.
• Report for duty on time in accordance with company policy and adhering to grooming standards, for the shift handovers.
• Have a full knowledge of the company philosophy, core values, responsibilities, daily activities of the day and all about the hotel facilities such as Spa, Restaurants, and Gym etc.
• Register all the information, updates and instruction learned during the day before leaving the office.
• Follow all the guest needs until they are completed to the total guest satisfaction and Rosewood Standards.
• Fill in the daily guest report and ensure any pending items at the end of a shift are handed over.
• Keep the guest s agenda on a daily basis and have track of the location where the guests are.
• Welcome the guest by the main entrance depending on the time.
• Register and regular updating in SAG information Group for all known of guest s movement, activity, plan, schedule, F&B order, special amenity, allocation change, room move, etc. To the best of your knowledge.
• Check in the guest in the commodity of their suite, respecting all the set standards by the Front Office.
• Offer suite orientation to the arrival guests following all Forbes, LQA and Rosewood standards.
• Extend special attention to suites occupied by families according to the culture.
• Offer services of unpacking-packing luggage.
• Take care of the guest s laundry, pressing and dry-cleaning with coordination of valet service.
• Maintain guest room and wardrobe in a neat and tidy fashion.
• Arrange the fruit basket and amenities for arrivals and refill them on a daily basis according to the guest s wishes when needed.
• Clean and polish all cutlery, glasses, dishes, and napkins in the suites prior to guest arrivals. Ensure all items are perfectly folded and placed in the right position as per Rosewood standards.
• Polish the guest shoes as per the set standards with the shoes tree in each pair of shoes.
• Deliver appropriate newspapers to the guest rooms.
• Coordinate with the front desk for speed check-in & check-out as per guest request.
• Deliver guests mail and messages promptly.
• Inform the housekeeping department of the time desired for the daily cleaning and turn-down service.
• Make aware all the hotel departments about guest allergies and food preferences.
• Be fully conversant with all services and facilities offered by the hotel.
• Be fully conversant with new promotions, Menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures.
• Be fully conversant with accommodation features: lay-out, room type, location d cor, in room facilities and equipment.
• Assist in arranging medical assistance when needed.
• Have a thorough understanding and knowledge of use of the equipment and techniques such as silverware and chinaware maintenance.
• Have a thorough understanding of the technical features of the suites.
• Have good knowledge of how to serve guests their meals and drinks in their suite.
• Be the main contact for guests and the hotel during suite receptions and dinner parties
• Prepare arrival and departure gifts to be given to the guest.
• Perform all duties with the same sense of priority and dedication.
• Monitor operating supplies and reduce spoilage and wastage.
• Keep a friendly environment attitude at all times.
• Host and welcome all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous manner.
• Serve our guests in a calm, discrete and courteous manner, respecting timing standards.
• Support the other departments such as Housekeeping, Concierge Room service and Front Office with their duties when needed.
• Operate and coordinate with relevant departments the in and out of the room and optimize service while the guest is away as often as possible.
• Keep a critical eye during the process of room inspection and to report any default equipment.
• Coordinate with the front desk for speed check-in & check-out as per guest request.
• Deliver guests mail and messages promptly.
• Inform the housekeeping department of the time desired for the daily cleaning and turn-down service.
• Make aware all the hotel departments about guest allergies and food preferences.
• Be fully conversant with all services and facilities offered by the hotel.
• Be fully conversant with new promotions, Menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures.
• Be fully conversant with accommodation features: lay-out, room type, location d cor, in room facilities and equipment.
• Assist in arranging medical assistance when needed.
• Have a thorough understanding and knowledge of use of the equipment and techniques such as silverware and chinaware maintenance.
• Have a thorough understanding of the technical features of the suites.
• Have good knowledge of how to serve guests their meals and drinks in their suite.