Job Description

REQ14124 Butler (Open)

The Butler creates an added value to the overall experience of the guest. This entails guest recognition and personalized service such as welcoming all VIP and Villa guests, knowing their preferences, and creating a relationship with the guests to ensure a lasting and memorable stay. The Butler acts as link between the guest and the hotel management and staff by ensuring all guest requests are followed up with, reporting guest feedback, serving various food and beverage, assist with packing and unpacking of the guest’s belongings, making recommendations and reservations of the hotel’s F&B outlets, spa, recreational facilities, and transportation in order to improve the service standards in accordance to City of Dreams Manila. The position also needs to provide guest relevant information about events and attractions in the hotel.

PRIMARY RESPONSIBILITIES:
1. Ensures professional and timely customer service to our guests and customers, ensuring familiarity within all areas of VIP and Villas – villa reservations and allocation, transportation, restaurant bookings, show tickets, guest services, business centre services, handing of Villa dining food ordering and dispatch requests to all butlers pertaining to guest’s requirements.
2. Takes order on all guest requests and ensures accurate and timely processing in accordance with VIP’s and Villas concept and making appropriate suggestions to enhance the guest experience.
3. Ensures Forbes quality standards and procedures are followed for all guests including VIP and Villa guests from the pre-arrival to their arrival during their stay through their departure.
4. Meets and greet VIP and Villa guests and fosters positive relationships between the management and the guest.
5. Monitors the guest’s stay by ensuring the delivery of the highest standard of guest service to not only fulfil but to exceed guests’ expectations.
6. Attends personally to the needs of VIP and Villa guests 24/7 as needed.
7. Acts as the main point of contact for VIPs and Villa guests.
8. Demonstrates an awareness of the diversity of guest’s cultural backgrounds through the appropriate allocation of staff to meet guest requirements.
9. Ensures VIP and Villa guests arriving by limo are met and greeted and are given a smooth and seamless check-in either in the lobby or guestroom and escorts following the Hotel’s established rooming process.
10. Ensures VIP and Villa guests departing by limo are met and escorted and are given a smooth and seamless check-out either in the lobby or guestroom and escorted following the Hotel’s established departure process.
11. Maintains readiness for service by being fully equipped, stocked, and up-to-date with relevant guest information.
12. Prepares equipment, station, stock, and floors for service.
13. Prepares mise en place to meet anticipated demand and operating procedures.
14. Maintains back-up supplies or cleaning tools for anticipated demand.
15. Updates guest information, preferences and profile details of VIP and Villa guests to action on.
16. Maintains a complete knowledge of Hotel’s features, services, and hours of operation.
17. Maintains current product knowledge of events and facilities of City of Dreams Manila including gaming, spa, recreation, food & beverage and entertainment to ensure guests receive accurate, timely information and advice.
18. Remains knowledgeable of OPERA (PMS), Excel, and Word. Performs ability to input and access data in the computer and basic typing skills.
19. Notes, collects, and actions on any guest’s preferences.
20. Records accurately and processes requests for our guests, customers, and associated departments, utilizing available systems and technology.
21. Liaises with relevant departments regarding guests logistical requirements and amenities.
22. Contributes to the maximization of revenue within City of Dreams Manila by “upselling” rooms where appropriate to guests.
23. Looks actively for opportunities to sell and upsell the Hotel’s limo and other transportation services to our guests in addition to rooms, spa, laundry, and the Hotel’s food and beverage outlets.
24. Resolves and records all guest complaints immediately and follows up according to the Hotel’s established problem resolution recovery processes.
25. Exhibits exceptional customer service at all times to both guests and fellow employees when communicating instruction, information or advice ensuring the information is received in a timely manner and understood.
26. Carries out daily guest courtesy calls and logs details in the establish log.
27. Performs ability to focus attention on details and guest needs, remaining calm, courteous and warm.
28. Establishes and promotes positive relationships with guests to delight and gain loyalty.
29. Ensures the effective resolution of any issues raised by a guest either in person or by referring the issue to a more senior manager to ensure on going relations and rapport are not compromised with the guest.
30. Obtains feedback from guests to improve services and facilities.
31. Cooperates and coordinates with colleagues whenever necessary.
32. Maintains good relationships with colleagues and contributes to team spirit.
33. Attends daily briefings and ensure pass-on information is seamless.
34. Attends scheduled employee training and periodic reviews on generic hotel training and departmental specific responsibilities.
35. Maintains cleanliness and tidiness of the Concierge station and lobby area.
36. Interacts with other departments to provide additional or specialized guest services.
37. Adheres to all Company policies and procedures.
38. Complies with Hotel’s uniform, grooming, and hygiene standards at all times.
39. Adheres to set procedures for attendance and timekeeping.
40. Ensures and maintains confidentiality of all guest’s information and pertinent hotel data.
41. Looks out for any person behaving in a suspicious manner and inform security accordingly.
42. Reports accidents, injuries and unsafe work conditions to supervisors.
43. Ensures that master keys are handled with the utmost care to ensure the safety of our guests.
44. Assists the Hotel Emergency Response Team in responding to emergencies; involvement is guided and / or limited per Hotel’s Emergency Procedures.
45. Follows the correct safe manual handling and lifting techniques.
46. Participates in the Company’s Corporate Social Responsibility program.
47. Reduces waste materials and supplies by adhering to the Company’s guideline on re-using and recycling.
48. Conserves water and energy when possible.
49. Ensures work area is clean and neat at all times including the proper maintenance of all equipment, work areas, storage areas, fittings, fixtures, furniture and operating systems needed to perform your daily tasks.
50. Ensures timely reporting of malfunctioning or maintenance deficiencies to appropriate area.
51. Identifies best practices to be implemented in your own work area as well as throughout the hotel.
52. Maintains the highest standard of professionalism, ethics, and attitude toward guests and colleagues.
53. Performs other reasonable job duties as assigned by supervisors from time to time.

QUALIFICATIONS:

I. Experience

1. 1-year previous experience is preferred as an Executive Club Level Concierge, Butler, or Guest Relations Officer in a 5 star luxury hotel, or similar.
2. Knowledge of Front Desk, Concierge, F&B, and Housekeeping operations.

II. Education

College degree or equivalent professional training, preferred.

III. Skills / Competencies

1. Excellent interpersonal / presentation skills are advantageous
2. Fluent in both written and spoken English
3. Multilingual, a plus
4. Sense of humor
5. Computer literate with OPERA (PMS), Word, PowerPoint, Excel
6. Strong guest service skills and anticipating the needs of internal / external guests
7. Ability to stand and/or walk for an extended period of time during the shift
8. Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
9. Ability to work on overtime when needed
10. Ability to carry heavy items (luggage) without losing composure (minimum 15kg)
11. Must be able to work indoors and be exposed to various environments such as but not limited to cigarette smoke and fragrances
12. Passionate about service
13. Extrovert