Mô tả công việc
Job Purpose
Establishes and develops personal guest contact, promoting feedback and is constantly proactive in anticipating guests’ need and requirements.
Lead the Resort Host team, providing and maintaining high level of supervision by proactive and interactive leadership.
As a Butler, you are responsible to ensure all guests’ needs and requirements are met, providing at all times a high level of luxury personalize service and satisfaction by working and liaising closely with all departments.
Actively support Front Office Management and team.
Primary Responsibilities
• Coordinates check in/check out procedures
• Get to know the guest personally and recognize their preferences in food and beverage and how they like their things kept in the room.
• Organize a sightseeing tour if possible a personal guide to the guest.
• Advises Management and supervisory team of all departments of guest’s preferences, needs, likes and dislikes when called for.
• Butler will participate actively in the Front Office activity for all the VIPs guests. His/her mission is to reach the best satisfaction from all the guests staying at the Resort
• Butler reports directly to the Assistant Front Office Manager (Front Office Manager in his/her absence) and is guided during his/her shift by Assistant Front Office Manager
• Reporting all Guests activities to Assistant Front Office Manager/Management in detail log.
• Has good knowledge of the local culture, heritage and history to be able to offer suggestions if required
• Maintenance the daily guest log information and guests profile
• Suggesting where they can go for shopping, eating, drinking, etc.
• Butler is personally responsible to ensure that we deliver the legendary service.
• Checks on Guests profile and find out as much as you can about the guests and their preferences before they arrive even if the guests have never stayed in the resort.
• Checks for lost and found items immediately on check out and return the same to the guest before he checks out
• The Villa Services are maintained to the highest standards.
• During the duty, the Butler is expected to act as a hotel representative.
• To reflects a competitive effort among upscale hotels to win the loyalty of guests.
• Assist in helping maintain buggies and responsible for it at all time.
• Will solve all guests problem, complains and concerns in the shortest time possible no matter what it takes but always by abiding the local and resort laws.
• Ensure that the Butler Services are run smoothly & efficiently.
• Butler looks after all the VIP guest
• Butler will occasional be assigned to act as Supervisor; she would then be coordinator of the activity and would ensure the proper work of the Front Office operations.
• Butler has the responsibility to ensure the full comfort of his/her guests from their arrival until their departure.
• Oversees the service of in room or in villa food and beverage and it’s speedy clearance
• Anticipates the guests needs and acts accordingly. (Anticipatory Service)
• Has the ability to coordinate with the guest in order to meet his needs efficiently
• Butler has been selected for her/her perfect knowledge of the hotel procedures and standards and for his/her guest relations skills. He/she then has to keep at any time of her duty a strong guest focus and to ensure that each guest staying at the Resort spends the most enjoyable stay possible.
• Guests receive extraordinary personalized service & their expectations are exceeded.
• Exchange information with other Accor hotels before and after guest arrival / departure.
• Checking reservations for requests and guests profile.
• Has thorough knowledge of resort facilities including the timings, charges, cuisine served in different outlets and offer assistance to place orders
• Checks Villas to ensure presentation standards are accurate to the very detail
• Guest activities are coordinated efficiently with other departments.
Coordinates with
• Front Office Cashier- for the bill to be kept ready
• Housekeeping- to get the room cleaned when the guest request and provide extra amenities like additional towels, soap etc.
• Reservations- to make reservation for the guest in other properties
• Ensures that all duties are carried out in line with the Resort Policy with high standards of personal appearance, personal hygiene correct uniforms and name badges as outlined in the staff handbook
• Complete other responsibilities as assigned.
• Maintains a guest service sheet, which is a record of guest requests and handled by him or passed on to any other person / department.
• Reception – Does the check- in and check- out, over sees guests bills personally
• Other F&B outlets- for reservations and other information for the guest
• Butler/ Resort Host- Keeps and updates guests history and profile
• Engineering: Report & log any damaged or needed repair
• Reports any health or safety hazards to the Front Office Manager or Assistant Front Office Manager.
• In villa dining- on F&B service to the guest
• Bellman- for baggage coordination and newspaper requirement or any other requirement that needs to be brought from outside
