Job Description

REQ6421 Butler (Open)

(describe the purpose of the position in 3-5 sentences)

The Butler is responsible to attend the needs and wants of the Villas and selected suites / rooms guests to ensure that they have a memorable stay experience. Butler will be the 24/7 point of contact for the selected guests.

PRIMARY RESPONSIBILITIES:

(please list 5-10 essential duties in a simple, clear & concise manner)

• Responsible for assigned Villa and / or selected suites / rooms occupant, anticipating guest preference and needs throughout guest stay.
• Ensure all data and preferences of the guest is retrieved prior to arrival, when required contact guest’s assistant or others to collect further information.
• Ensure the Villa and / or selected suites / rooms is prepared and ready as per guest preference prior to arrival.
• Greet the Villa and selected suites / rooms guests at the Porte Cochere, extending a warm and personalized welcome and escort the guests directly to the room upon arrival.
• Oversee the daily movement of guest activities and be able to report any guest complaints and to establish an amicable relationship with guests, clients of the Hotel.
• Act as point of contact for the selected guest and provide 24/7 personalised service by attending all the wants and need of the guest at the highest level befitting the set five-star standards.
• Ensure the provision of professional and timely customer services to selected guests, ensuring all guest’s requests are handled in effective and efficient manner, anticipate and assist guest in daily activities in various aspects which may include dining experience, in-room request / activity, itinerary planning or any other reasonable request as appropriate.
• Ensure requests raised, assigned or dispatched via various channels are executed in timely and efficient manner.
• Maintain working order of equipment, work areas, storage areas, fittings, fixtures, furniture, and operating systems.
• Ensure guest preferences are observed and recorded accordingly.
• Establish rapport with guests to build loyal, friendly, and satisfied customer experience.
• Adhere to company’s Health and Safety policy
• Report accidents, injuries, unsafe work conditions and / or security issues to supervisors
• Be fully conversant with all departmental Fire, Emergency, Typhoon and Bomb procedures and actively participate to internal drills on them.
• Ensure that all emergency procedures are implemented and enforced to provide security and safety for guests and employees.
• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Internet and Email policy
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
• Ensure that all staff’s behaviour, personal grooming and service skills are in line with Forbes standards and Melco core standards.
• Perform other reasonable job duties as assigned by management from time to time.

QUALIFICATIONS:

Experience (please indicate minimum required and preferred experiences)

• Experience working as a Butler or Executive floors in five-star international hotel preferred
• Knowledge of Hotel Property Management Systems (preferably OPERA)
• Knowledge of F&B, Front Desk, Concierge and Housekeeping operations
• International and China/PRC customer relations exposure
• Proficient in software packages including Word, Excel, Outlook

Education (please indicate minimum and preferred academic requirements)

• High school diploma or equivalent professional training

Skills / Competencies (please indicate requisite competencies that are qualified for the position)

• Displays exceptional commitment to improving customer service
• Cultural astute in order to deliver upon guest expectations
• Proven customer orientation
• Highly personable with an energetic approach to customer interactions
• Effective execution skills
• Ability to build relations with all customers – external and internal
• Demonstrate high degree of self-discipline and diligence
• Ability to work under pressure and meet deadlines
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis, work on overtime when needed
• Fluent in both written and spoken Cantonese or Mandarin, good commend in both written and spoken English