Job Description

REQ13847 Senior Butler (Open)

The Senior Butler is responsible to attend to the needs and wants of Butler Services’ VIPs to ensure that they have a memorable stay experience. The Senior Butler is accountable for assisting supervisors on the daily operations of the Butler Services to ensure maximizing guest’s satisfaction and operational efficiency. The Senior Butler will be the 24/7 point of contact for Butler Services’ VIPs.

PRIMARY RESPONSIBILITIES:

• Ensure the provision of professional and timely customer service to our guests, ensuring familiarity within all areas of Butler Services – Butler Services’ reservations and allocation, restaurant bookings, show ticketing, guest services, business centre services, handling of in-room dining food ordering and dispatch requests to all Butlers pertaining to guest’s requirement.
• Have good knowledge of food and beverage selection, able to recommend food option and up-sell products when applicable.
• Record and process requests for our guests and associated departments accurately with utilising available systems and technology.
• Attend to the needs of all VIP guests.
• Act as point of contact for all VIP guests.
• Provide Butler Services Call Centre, In-room Dining and Butler Services guest related services.
• Ensure guests’ information and confidentiality is protected.
• Take orders on all guest’s request and ensuring with accurate and timely processing in accordance with Butler Services’ concept and making appropriate suggestions to enhance guest’s experience.
• Assist in managing, coaching and development of Butlers and Butler Coordinators to ensure competency and delivering of excellent service.
• Maintain working order of equipment, work areas, storage areas, fittings, fixtures, furniture, and operating systems.
• Communicate effectively to know allocation / section, specials, etc. for services.

• Prepare equipment, station, stock, floors for service.
• Prepare mis-en-place to meet anticipated demand and operating standards.
• Maintain back up supplies for anticipated demand.
• Ensure guests’ preferences are observed and updated.
• Maintain readiness for service by being fully equipped, stocked, and up to date with relevant guest’s information.
• Establish rapport with guests to build loyal, friendly, and satisfied guests.
• Always take responsibility for ensuring a positive guest experience.
• Maintain positive relationships with colleagues, internal / external departments (including VIP Services, Front Operations, Housekeeping, Sales, etc.)
• Conduct work as a team with other colleagues to deliver service excellence.
• Always keep guests’ information confidential and only discuss details relevant to service delivery.
• Perform 24/7 Butler service for VIP guests.
• 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.

Experience

• 1 year working experience as a Butler or on Executive Floors in a 5-star hotel.
• Knowledge of Front Desk, F&B and Housekeeping operations.

Education

• High school diploma or equivalent professional hotel training.

Skills / Competencies

• Effective communicator.
• Ability to read and communicate in Cantonese, Mandarin and English.
• Strong customer service skills and anticipating the needs of internal / external customers.
• Ability to work on flexible shift including overnight shift, weekends, and holidays on rotation basis.
• Ability to work on overtime when needed.
• Take ownership and responsibility.