JOB DESCRIPTION
JOB TITLE: Butler
RESPONSIBLE TO: Catering Assistant/Assistant Butler or Butler Manager
DUTIES AND RESPONSIBILITIES:
OBJECTIVES
- To provide a delightful, attentive and prompt service experience to guests, in order to maximize guest satisfaction and revenue contribution in an atmosphere of high employee morale.
- To provide a one stop shop for all guest services, and a single point of coordination between all departments and the guest.
KEY ATTRIBUTES:
- Butlers will be having an on-call shift that starts at 08:00hrs until 23:00hrs (unless early arrivals or early departures).
- All Butlers will be expected to do a night shift on rotational basis 23:00hrs -08:00hrs.
- Each Butler is required to look after minimum of 8 rooms or as assigned by the management. Management decision in regards to which room is allocated to the butler shall remain final and non-negotiable.
- Daily briefing at 08:30hrs at Butler office and must explain the assigned guest’s movement.
- Preparing arrival rooms with assigned Amenities/Fruits/Welcome drinks, arrival card and ensuring the villas are ready in detail as per preferences in all aspects; Fruit and Amenity replenishments if required.
- Check package inclusions and meal plan on Opera.
- Must be familiar with various packages on offer with inclusions by reservations.
- Must be customer-oriented at all times and create experiences for the guests.
- Butlers will be responsible for Upselling the Private Dinners, Spa, Excursions and other resort offerings. Alongside, also responsible to ensure that complimentary activities are informed to the guests.
- Escorting guests to various activities and events.
- Check pre-arrival information in opera/Butler allocation for preferences, Allergies, celebrations etc…
- Seamlessly setting up and serving Management cocktails every week (rotational basis).
- Meeting all the assigned guests at-least 3 times a day, plan their itineraries, ensure all the necessary reservations are done with great precision and execution without supervision.
- Liaise with all departments to ensure in delivering exceptional service to our esteemed guests.
- To offer personalized experiences in great detail and to create wow moments for the assigned guests with anticipation and emotional intelligence.
- Update Guest profile in Opera with preferences and relevant details (Must be familiar with opera).
- Welcome the guests in-front of room (on arrival jetty/Airport if in case decided by management), Check-in formalities including Departure flight number, Departure dates and Guest email addresses with room orientation and to offer Resort orientation at the convenience of the guests.
- Taking constant feedback about the guests stay and communicate with relevant departments and reporting supervisor/Manager.
- Handling complaints effectively and escalate to superior at all times.
- Serving In-villa dinning orders and clearance for all assigned villas and incase of suite guests offering to take orders (must able to effectively take order / Fire the order from POS).
- Coordinating morning service and turndown services at the guest convenient time.
- Willing to assist at all times if operation requires with a sense of team work and must be a team player.
- Minibar to be personalized as per guest preference and to coordinate with single point team.
- Time management, eye for detail and to be well organized at all times.
- Placing collaterals, cards, special turndowns, celebration cakes.
- Setting up and serving Unique dining experiences with innovation and creativity.
- Must upsell and cross sell UDE and should be familiar with various packages and inclusions on offer.
- Laundry pick-up and coordinating with H/K Team to ensure the delivery is on time and as requested.
- Check and charge minibar upon departure for las minute consumption (any lost revenue will be undercharged to concerned Butler).
- Carry out in-villa check-out if required.
- Extra Chair requests for Villas will be handled by the butlers.
- For guests that are unwell, butler will liaison with resident doctor and follow up on the guests.
- Each butler is required to adhere with all the SOPs/Policies of TERS and any deviation due to any reason must be priorly communicated to immediate supervisor/Manager.
- Should be able to demonstrate highest degree of Integrity and must take ownership/remain professional while carrying out any given task.
- Communicate, communicate and communicate at all times.
- Bid fond farewell to the guests.
BEHAVIOURAL QUALITY
- Is well groomed and possesses good communication skills.
- He would ensure the highest order of self-discipline and protect the guest privacy.
- Ensures an atmosphere of total luxury and comfort in the villa, so that the guest feels totally pampered.
- Would be able to speak English fluently, (knowledge of other language would be an added advantage)
- Is well trained on telephone techniques and guest etiquettes.
- Would possess good presence of mind and capability to handle tricky situations.
- Would possess capabilities to handle digital communication through WhatsApp, emails and guest communication apps as required from time to time.
*FREE FOOD, ACCOMMODATION, VISA AND MEDICAL INCLUDED