Job Description

Mandarin speaking Butler for Silversea Cruises

Department: Hotel

Employment Type: Contract

Location: Shipboard

V.Ships Leisure is looking for Mandarin speaking Butler on behalf of Silversea Cruises.
Responsible to deliver high quality, efficient, individualized and technically excellent in-suite valet and F&B service in accordance with Company Policies and strictly upholding any Public Health standards and towards a goal of achieving total guest satisfaction. Reporting to the Chief Housekeeper, Butler Manager, Senior Butler and In-Suite Captain.

Key Responsibilities

• Responsible for preparing assigned guest suites according to guest preferences and history.
• Responsible for the replenishing of in-suite amenities such as private bar, fruit basket, various collaterals and delivery of mail to the suites.
• Ensures that all procedures and responsibilities related to greeting and arrival are adhered to at all times.Demonstrates proper use of in-suite equipment.
• Assists with and coordinates guests needs and requirements, ensuring that all are met and the needs of the guest are observed in the delivery of the highest possible service.
• Ensures that all guest requests, enquiries and complaints are responded to immediately and are followed up on efficiently and to the guests' satisfaction. Proactively demonstrating sincerity and hospitality in all guest interactions.
• Regularly monitors customer satisfaction and assumes personal responsibility to ensure it, taking prompt and efficient action to rectify any issues.
• Ensures that crockery, cutlery and glassware are stocked and kept clean as per Company standards.
• Cleaning of suites and assisting with turndown service and bed making in collaboration with the suite attendant.
• Completes the entire cleaning and restocking of a suite before proceeding to the next. Working as a team with the suite attendant to deliver the highest possible service.
• Coordinates guests wet cleaning, laundry and pressing collection and delivery applying Silversea standards at all times.
• Provides packing and unpacking service.
• Maintains the guests' wardrobe as per requests and Company procedures.
• Provides shoeshine services and is aware of the procedures in doing so.
• Assists in booking reservations for restaurants, spa, shore excursions and private tours as required.
• Reports any suite maintenance.
• Responsible for in-suite F&B Requirements such as in-suite dining, afternoon tea, canapé service and private parties applying Silversea standards.
• Displays a full and comprehensive knowledge of the ship's facilities, ports of call and services.
• Acts as a continual source of help, assistance and information to all guests.
• Maintains a high level of communication and feedback within the Housekeeping department as well as other departments around the ship.
• Is fully knowledgeable of the in-suite services, food and beverages, basic etiquette, amenities, functions, and systems.
• Attends daily butler briefings and meetings.
• Responsible for guest mail delivery.
• Supports and assists the suite attendants in all in-suite services to ensure that he/she succeeds.
• Adheres to departmental standards, specifications, and work routines.
• Responsible to record and update guest history files on daily basis.
• Follows up on special departmental daily side duty assignments.
• Ensures that long staying, special attention or occasion celebrating guests are taken care of exclusively.
• Respects all guests’ privacy and does not discuss guests' private information with colleagues or other guests.
• Demonstrates discretion and courtesy when entering the suite.
• Carries out embarkation and disembarkation duties.
• Provides luggage handling services.
• Assists with regular inventories of the Housekeeping department equipment.
• Ensures that the butler pantries are kept clean at all times and maintained according to the set standards according to Public Health Standards.
• Maintains Housekeeping lockers cleanliness and organization, complying with Public Health Standards.
• Cleans and maintains area and equipment according to Public Health standards.
• Strictly follows the Outbreak Response regulations.
• Carefully and adequately uses ship equipment and truthfully reports faulty or broken equipment.
• Monitors repair progress with a supervisor until repaired.
• Strives to minimize breakage and wastage and follows proper procedures when disposing of garbage.
• Displays cost and quality awareness.
• Assists managers and supervisors with the training and induction of new personnel.
• Proactively responds to issues or potential problems quickly and efficiently involving relevant people as required.
• Communicates any challenges, complaints, or service difficulties to immediate supervisor.
• Attends all training sessions with the aim to improve his/her level of performance further.
• Displays a thorough knowledge of the ships daily activities to be able to advise the guests.
• Confidently and professionally engages with guests, using the guest names at all times.
• Adherence to the Company's code of conduct at all times.
• Practices preventative maintenance.
• Keeps the Rooms Division Manager and Butler Manager promptly and fully informed of all problems and matters of significance.
• Adheres to and is aware of Standard Operating Procedures set forth by the Company and is accountable for such Practices.
• Is aware of the Butler Manual content, SOPs and updates.
• Incorporates Company service standards, personalized service and sincere hospitality by creating positive experiences, efficiently engaging with guests and anticipating guest needs.
• Practices good people management, maintaining proper conduct with all departments around the ship.
• Observe and enforce uniform and grooming standards according to Company policies.
• Is aware of the use of new applications and devices that contribute to the modernization of the Company.
• Ensures the minimization in use of disposables such as plastic while adhering to the Company set standards and Public health requirements
• All other duties assigned.
  
  

Education/Experience/Qualifications:

• Advance level of Chinese language
• Valid STCW95 certification.
• Butler Service/Training Certification or equivalent experience.
• Knowledge of Public Health policies and procedures.
• Physically and medically fit.
• Moral integrity is required.
• Maintains a positive and approachable personality.
• Punctual.
• Proactive approach to problem solving.
• Ability to be adaptable to change, quick thinking, able to make decisions under pressure whilst maintaining attention to detail.
• Well organized, self-managed and motivated. Handle multiple demands, remain calm and effective under pressure, and resolve issues quickly.
• Effective, full, clear, and concise communications is essential.
• Respects the privacy of guests and colleagues.
• Respects the contribution of fellow crew members and actively promotes teamwork.
• Safe, professional, and personal practices. Knowledgeable of the Safety Management System and MLC requirements.
• Ability to live in close quarters, share limited space with cabin mates.
• Well-groomed and neat appearance.
• Ability to deliver a high standard of performance.
• Excellent fluent English (verbal and written). English is the working and safety language on board Silversea vessels. This also includes giving and receiving instructions in verbal and written forms and effectively and efficiently engaging with guests and crew members. Additionally, conversational in an additional language is considered an asset (German, French, Italian, Spanish, Mandarin).
• Good working knowledge of applications, smartphones, tablets.