Company Description
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Job Description
Job Purpose
This position is responsible for the supervision of the smooth and efficient daily operation of the Butler Services and ensures that all guests and visitors receive an optimum level of service and care at all times.
Key Interactions
Internally:
- Catering Sales
- Engineering
- Finance
- F&B
- Housekeeping
- IT
- Kitchen
- Purchasing
- Reservations
- Sales & Marketing
- Security
- Talent & Culture
Externally:
- Guests
- Visitors
- Suppliers
- Vendors
Primary Responsibilities
Butler Operations:
- Supervise Butler Supervisors and Butlers on duty
- Maintain the quality and consistency of standards and train the Butlers on improvement areas
- Concentrate supervision on Floor Butlers, Reception Butler, Private Dining Butler, and Butler Hotline
- Increase guest interaction and drive the Trust you score of the property
- Assist the Head Butler in achieving the KPI of the department
- Ensure that all suites and rooms blocked for arrival are prepared on time prior to guest arrival
- Push all Butlers to compile and record guest preferences, likes, and dislikes, and track it in preference sheet
- Ensure through effective supervision that all services offered are always available, and provide alternatives
- Coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction
- Promote hotel facilities, services, and products to the targeted guest group
- Assist Head Butler to resolve any issues
- Meet and welcome most of the guests personally
- Interact with guests to ascertain preferences, dislikes, and overall experiences at Raffles Udaipur
- Regularly inspect the quality of service provided by all Butlers, ensuring that all services are delivered according to standard
- Share with Head Butler any complaints, guest comments, and problems
- Take appropriate action to resolve guests' complaints (Housekeeping, Butlers, Front Desk, Concierge, and Laundry)
- Assist Front Office Department, Housekeeping Department, and Food & Beverage Department for any basic requests to give quick and responsive service to the guests
- Maintain appropriate knowledge about local area and events happening in Udaipur & around the world
- Supervise butler pantries
- Check on the in-room dining, reception & concierge stock flow
- Assist Head Butler with Operating Equipment inventory
- Check Butler’s grooming in accordance with hotel standards
- Work closely with Housekeeping to ensure correct room status at all times
- Handle any DND room within 24 hours
- Log security incidents and accidents in accordance with hotel policies and procedures
- Ensure all guests are treated efficiently and courteously, applying all Raffles & Accor standards
- Support the implementation of Raffles core values
It is not the intention of this Job Description to limit the scope or responsibilities of the above-mentioned, but to highlight the most important aspects of your position. It is essential that all the Assistant Manager – Butler Services are committed to their jobs and the success of the enterprise, and maintain a willingness to accept total flexibility of jobs and duties throughout the hotel.
Team Management:
- Provide department orientation and training of the hotel service standards, procedures, and programs
- Constantly monitor team members’ appearance, attitude, and degree of professionalism
- Motivate and provide a work environment which brings out the best in team members
Other Responsibilities:
- Maintain complete knowledge of all food & beverage services, outlets, and hotel services/features
- Be fully conversant with hotel fire & life safety/emergency procedures
- Attend all briefings, meetings, and trainings as assigned by management
- Report for duty on time wearing a clean and complete uniform at all times
- Maintain a high standard of personal appearance and hygiene at all times
- Perform other reasonable duties assigned by the Management of the Hotel
Qualifications
- Diploma in Tourism / Hospitality Management
- Minimum 2 years of relevant experience in a similar capacity
- Excellent reading, writing, and oral proficiency in English language
- Ability to speak other languages and basic understanding of local languages will be an advantage
- Good working knowledge of MS Excel, Word, & PowerPoint