Butler

Raffles Hotels & Resorts

Job Description

Job Summary/Purpose:

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 Areas:

• Knowledge
• Service
• Operations
• Leadership
• Values
  
  

Special Note:

The attached key areas, responsibilities and activities reflect the items considered necessary to describe the principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.

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.
• 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.
• Practices up-selling of the hotel products and facilities.
• Ensures that repeat and long stay guests are greeted regularly and the profiles are updated.
• Provides in-room check-ins and room orientations for guest comfort
• 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.
• Ensures smooth handover of daily activities to next shift.
• Provides additional services such as laundry, packing and shoe shine service and ensures that special preferences of all guests are taken into consideration.
• 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.
  
  

Qualifications

CHARACTERISTICS REQUIRED - PHYSICAL

ESSENTIAL

• Neat appearance
• Articulate
• Good Posture
  
  

ESSENTIAL

CHARACTERISTICS REQUIRED - LANGUAGES

• Oral and written fluency in English
• Local language
  
  

DESIRABLE

• Other languages
  
  

ESSENTIAL

CHARACTERISTICS REQUIRED - QUALIFICATIONS/TRAINING

• University Degree
• Housekeeping, Food and Beverage or/and Guest Relations knowledge
  
  

DESIRABLE

• Knowledge of Opera Property Management System
  
  

ESSENTIAL

CHARACTERISTICS REQUIRED - WORK EXPERIENCE

• At least 2 years of experience in a similar capacity role.