Job Description

REQ13846 Supervisor, Butler Services (Open)

The Supervisor is accountable for supervising the daily operations of the Butler Services to ensure maximizing guest’s satisfaction and operational efficiency. The Supervisor to operate the shift ensuring Butler Services Call Centre services, food and beverage service, and all Butler Services guests related services are provided to VIPs in accordance with established service standards.

PRIMARY RESPONSIBILITIES:

• Ensure the provision of professional and timely customer service to our guests, ensuring familiarity within all areas of hotel rooms – VIP’ 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.
• Provide Butler Services Call Centre, In-room Dining and VIP guests related services.
• Attend to all the wants and needs of VIPs.
• Ensure guests’ information and confidentiality is protected.
• Provide food and beverage service according to Standard Operating Procedures.
• Check pre-arrival setup to ensure all guest’s preferences and Standard Operating Procedures are met.
• Assist in managing, coaching and development of Butlers and Butler Coordinators to ensure competency and delivering of excellent service. This includes conducting performance reviews and counselling in accordance with the company’s Performance Management System.
• Exhibit exceptional service at all times to both guests and colleagues when communicating instructions, information or advice and ensure the information is received in a timely manner and understood.
• Assist the Assistant Manager and above in managing the department according to the established standards as well as administrative duties as required.
• Prepare, administer, and compile reports as required in an accurate and timely manner.

• Provide effective resolution of any issues encountered by VIPs’ guests.
• 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.
• Liaise with Housekeeping and other related departments for daily operations.
• Conduct work as a team with other colleagues to deliver service excellence.
• Handle guest’s enquiries in a courteous and efficient manner and report any complaints or issues to Assistant Manager or above if necessary.
• Ensure Assistant Manager and above are updated of any relevant feedback from Butler Services’ 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.

Experience

• 2 years working experience in a Supervisory role or Senior 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.
• Good command 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 on overtime when needed.
• Take ownership and responsibility.