Job Description

REQ13845 Assistant Manager, Butler Services (Open)

The Assistant Manager is accountable for assisting the Manager of Villas to oversee the daily operations of the Villas that including Rooms, Food and Beverage, Housekeeping, Check-in & out, Meet & Greet and Farewell the guests and ensuring all our guests are well taken care of so that they will always select our hotel as their preferred accommodation whenever they return or visit Macau. The incumbent will lead a team of Supervisors, Senior Butlers, and Butlers and coordinate among all departments concerned to meet or exceed the expectations of the VIPs for an exclusive, complete, and memorable experience.

PRIMARY RESPONSIBILITIES:

• Assume full responsibilities and duties of Villas Manager in his / her absence.
• In full control and ensure that the conditions of all Villas are consistently well maintained and equipped according to the company’s standard.
• Have excellent knowledge of food and beverage selection, able to recommend food option and up-sell products when applicable.
• Lead the team and ensure the policies, procedures and service standards are in accordance with the company standards.
• Work with In Room Dining Team, Restaurants, and Culinary Team on the menu offering for the VIP rooms / Villas in room dining service.
• Ensure guests’ information and confidentiality is protected.
• Attend to all wants and needs of VIPs.
• Manage, coach and develop all team members with the department to ensure competency, performance and succession objectives are met. This includes recognizing and resolving performance issues; ensuring performance reviews or counselling are conducted for all team members in accordance with the company’s Performance Management System.
• Meet labour manning requirements through careful planning, recruitment, and scheduling of team members.
• Assist in meeting the profit and loss of the department according to the budget set.

• Assist / ensure that no guest waits longer than 10 minutes for his / her luggage to be sent to or 8 minutes to be collected from guest’s room.
• Adhere to and exhibit proactive leadership in accordance with company’s Health and Safety Policy by assuming responsibility and accountability for the health and safety of team members as well as for the working environment.
• Adhere to and exhibit proactive leadership in accordance with company’s internal policies by assuming responsibility of ensuring the workplace is free of unacceptable workplace behaviour, and a workplace culture of equity and diversity is fostered.
• Always take responsibility for ensuring a positive guest experience.
• Ensure that all on-duty team members of Villas are at their respective positions so that no areas are left unmanned at all times.
• Manage guest’s profile for constant record of personal preferences.
• Liaise with all the related departments for daily operations.
• Handle guest’s enquiries in a courteous and efficient manner and report any complaints or issues to Manager or above if necessary.
• Ensure Manager and above are updated of any relevant feedback from Villas’ guests or other departments.
• Always keep guests’ information confidential and only discuss details relevant to service delivery.
• Perform 24/7 personalized service at the highest level befitting the set 5-star standards.
• Adhere to all Company policies and procedures.
• Report accidents, injuries, unsafe work conditions and / or security issues to supervisors.
• Perform other reasonable job duties as assigned by supervisors from time to time.

QUALIFICATIONS:

Experience

3-5 years working experience with minimum 2 years working experience in a Supervisory role in a 5-star hotel.

• Knowledge of Front Desk, Concierge, F&B and Housekeeping operations.
• Working experience as a Butler or on Executive Floors is preferred.

Education

• High school diploma or equivalent professional hotel training.

Skills / Competencies

• Effective communicator.
• Attention to details.
• Fluent in both written and spoken in Cantonese, Mandarin and English.
• Strong organizational skills.
• Ability to work on flexible shift including overnight shift, weekends, and holidays on rotation basis.
• Ability to work under pressure and meet deadlines.
• Take ownership and responsibility.