Butler

Roles and responsibilities

We are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.

As a Butler you are responsible to provide professional and personalized service to our guests who stay in the hotel Villas and Suites assigned to you, ensuring their stay will become a memorable experience. Your role will include key responsabilities such as-

• Welcome guests upon arrival and conduct a general orientation of the Suite / Villa for the guests
• Act as a point of contact for the guest during their stay, assisting with any arrangements or requests of the guest
• Identify and anticipate guest needs and ensure personalized service is provided
• Liaise with the Front Office Guest Service Team, and any other relevant department or section to fulfil all requests or recommendations that the guest has. e.g. in room dining, restaurants, laundry, Spa bookings, special occasions, outside hotel requirements
• Liaise with other departments that require access to the Suite / Villa for operational purposes in order for them to discreetly access whilst the guest is out, or in coordination with the guest. e.g. pool cleaning, room cleaning, turndown service, maintenance etc.
• Maintain up to date knowledge of the Suites / Villas in-room facilities, services and technology
• Keep guests informed of hotel facilities, services, promotions and activities in an informative and helpful manner
• Update guest feedback using QMS / Glitch / PMS
• Assure presence during the departure of guests to bid a fond farewell
  

Skills

Education, Qualifications & Experiences

You should have at least 1 year experience in the Front Office within a similar role. Good English communication skills along with strong interpersonal and problem solving abilities are essential. Computer literate and previous experience with Opera are an advantage.

Knowledge & Competencies

The ideal candidate will be guest focused with a courteous, helpful, proactive and ‘switched on’ personality and a dynamic and approachable character. You are passionate with a pleasant and positive attitude, while possessing the following additional competencies-

Adaptability

Customer Focused

Effective Communication

Desired candidate profile

Key Responsibilities

1. Personalized Guest Service:

   • Provide personalized service to guests, ensuring their specific needs and preferences are met.
   • Anticipate and fulfill guest requests, from arranging transportation to recommending activities and dining options.
   • Offer a wide range of services, such as unpacking and packing luggage, preparing rooms for special occasions, and arranging personal items in a way that enhances comfort.

2. Guest Room Management:

   • Ensure that guest rooms are prepared and maintained according to the guest’s preferences, such as adjusting room temperature, ensuring specific toiletries are available, or providing fresh linens.
   • Offer turndown services in the evening, preparing the room for the guest's rest, including adjusting lighting, closing curtains, and providing any additional amenities.
   • Maintain an impeccable knowledge of the guest’s preferences, ensuring these are consistently met during their stay.

3. Dining and Beverage Service:

   • Serve meals, beverages, and snacks to guests either in their rooms or in designated dining areas.
   • Ensure proper table setting and etiquette during meals, as well as assist in menu selection and wine pairing.
   • Coordinate special requests for dietary preferences or restrictions and work with the kitchen or other staff to accommodate these requests.

4. Event and Activity Coordination:

   • Assist with organizing special events, private dinners, and celebrations, ensuring that everything runs smoothly and according to plan.
   • Arrange for private tours, excursions, and leisure activities, ensuring that all bookings are made and details are confirmed.
   • Coordinate transportation and special accommodations, such as bookings for restaurants, entertainment, and spa appointments.

5. Household Management:

   • Oversee and coordinate housekeeping, laundry, and other domestic services for the guests, ensuring that all areas of their accommodation are clean, tidy, and well-stocked.
   • Ensure that guests' personal belongings are carefully handled, ensuring privacy and security.
   • Manage the inventory of supplies and make sure the rooms are stocked with any necessary items, including toiletries, beverages, or entertainment options.

6. Guest Relations and Problem Resolution:

   • Build and maintain strong relationships with guests to ensure they feel valued and well cared for.
   • Address and resolve guest complaints, concerns, or special requests in a calm, professional, and efficient manner.
   • Provide a high level of discretion and confidentiality, especially when handling sensitive information or personal matters.

7. Concierge Services:

   • Assist with planning and organizing a wide range of services such as transportation, reservations, and special requests.
   • Offer recommendations for local attractions, dining, shopping, and cultural experiences, and arrange for bookings or transportation.

8. Security and Privacy:

   • Ensure the safety and security of guests by maintaining a high level of vigilance, particularly in private residences or luxury hotels.
   • Maintain discretion and respect for the guests' privacy, keeping personal information confidential at all times.
   • Ensure that all personal items and valuables are handled securely and that the guest’s accommodation is safe.

9. Luxury and Special Services:

   • Provide additional luxury services, such as arranging spa treatments, setting up private events, or coordinating personalized gift-giving experiences.
   • Ensure that guests feel pampered and attended to with a level of service that meets their individual tastes and preferences.