Butler

Roles and responsibilities

• To ensure continual source of information, help and assistance to all guests.
• Builds a rapport with the in-house guests on the floor and maintain interaction to facilitate guest recognition and obtain information regarding their preferences.
• Maintains and protects the privacy and security of in-house guests.
• Ensures all guests arrival and departure procedures are completed as defined in the Butler Services SOP manual.
• Always ensures smooth operations.
• Co-ordinates all operational departments to exceed guest expectations.
• Takes full responsibility for all operating equipment and working tools.
• Up sells of spa and dining experience within the hotel.
• Handles guest feedback efficiently.
• Employs discipline as required utilizing consistency, fairness and respect within the framework of established guidelines.
• Requires driving hotel buggies and passing the buggy driving test.
• Keeps the immediate supervisor fully informed of all problems or unusual matters of significance.
• Has a full comprehensive knowledge of the hotel, including all departments, services, and outlets.
• Ensures the butler pantries are maintained and operationally always prepared.
• Maintains open line of communication and co-ordinate with related departments to ensure guest requests and complaints are handled effectively and efficiently.
• Takes corrective actions when required to improve safety of all work areas.
• Maintain clear and effective communication with other hotel departments to ensure guest requests are fulfilled.
• Identifies and anticipates guests’ needs and requirements.
• Adheres to all policies and procedures as stated in the Butler Services SOP manual.
• Reports on duty punctually and in accordance with the department duty roster.
• Adheres at all times to the departmental grooming and uniform standards.
• Adheres to all hotel and company policies and procedures.
• Adheres to all hotel health and safety policies.
• Establishes and maintains seamless interaction, co-operation and communication with all guest services operations and hotel departments.
• Has full understanding and is knowledgeable of all in-room services, amenities and functions.
• Is fully proficient and knowledgeable with the hotel operating system (Opera).
• Ensures a full and complete shift hand over.
• Conducts daily standard and quality checks.
• Makes and recommends to senior management any suggestions and ideas that could enhance guest and staff satisfaction and quality of service.
• Performs other duties and responsibilities as assigned by senior management.
• Assist in assuring all standard service procedures are adhered to and carried out in detail.
• Ensure all arrival rooms are checked and ready prior to an arrival.
• Ensure all amenities are in place as per remarks and profile of guest.
• To offer welcome towels and serve welcome drinks to all guests on arrival.
• To complete a full room orientation for the guest on arrival including assisting guest with their luggage.
• Offer unpacking service on arrival and packing service for departure guests.
• Respond to guest requests e.g. urgent laundry / pressing requirements.
• To serve in-room dining service requests.
• To attend to guest complaints of room facilities.
• To offer shoeshine / laundry / pressing service.
• Offer evening turn-down service to guests, preparing the room for a comfortable night's sleep.
• To make restaurant recommendations and reservations.
• Ensure guest dietary restrictions or allergies are accommodated.
• Assist with arranging transportation, reservations, and other concierge services.
• Handle special requests, such as arranging room decorations, special occasion celebrations, or in-room spa services.
• Keep accurate records of guest preferences and special instructions for future visits.
• Constantly check the appearance, cleanliness of the rooms, and report any maintenance issues or room deficiencies to the appropriate department.
• To carry out specific duties or tasks assigned within a specific time frame.
• All discrepancies in billing of guest should be handled immediately. All discrepancies or voids should be countersigned with an acceptable explanation or brought to the attention of senior management.
• Must be familiar with all company policies and procedures relevant to their position.
• Must be fully versed in safety and emergency procedures.
• Stay updated on hotel services, amenities, and promotions.
• Participate in training programs to enhance your skills and knowledge.
• Always maintaining the highest levels of hygiene and cleanliness.

Desired candidate profile

• Prompt and courteous delivery of all orders, maintaining a positive image through all guest contact and through cleanliness of guest areas.
• Assure total guest satisfaction in the service of food and beverage through the supervision of prompt and courteous delivery of all Restaurants and Room Service orders.
• During shift, ensure that guests are satisfied by assisting with serving, seating, communication with kitchen, and by striving to speak to all guests.
• Assist in maintaining a highly motivated and well-trained staff.
• Open and close shift in accordance with Manager’s Checklist.
• Train, maintain and enforce all Anantara Service Standards.
• Properly execute revenue and check control procedures on shift.
• Maintain a safe and sanitary work environment for all Associates and guests.
• Gather and implement all proper tools for running shifts (i.e. schedules, floor plans, reservations, checks).
• Find solutions for problems such as call outs, last minute bookings, or any other daily problems that may arise.
• Be on the floor during entire meal period and ensure adequate coverage.
• Ensure that only a quality product is being served.
• Maintain proper Associate uniform standards.
• Manage an effective repair and maintenance program through the use of work orders, inspections, etc.
• Exercise station rotation to ensure stations are distributed fairly. Handle daily Associate relations (i.e. scheduling, time adjustments, etc.).
• Assist any Associate in his/her job performance, when required, to ensure guest satisfaction. Assist in implementing an effective training program for new and current associates.
• Encourage problem solving by Associates through proper training and empowerment, to ensure guest satisfaction.
• Establish effective communication with Associates to gain their trust and respect through his/her hard work. Maintain fair and consistent counseling and/or disciplinary procedures in accordance with Anantara’s Guarantee of Fair Treatment Policy.
• Identify and recommend incentive programs, new ideas, and methods of operation.