Acquire professional knowledge about suggestive selling and upselling techniques, while also having the ability to train these skills to the rest of your the team.
Review daily arrival list of all Regent Club guests and VIPs to check room allocation, amenity set up and special requests. Greet guests upon arrival in the absence of the manager.
As a Butler Supervisor you are trusted to take of of the top VIPs and their families acting as a combination of a “Personal Assistant, invaluable friend and local guide” you ensure your guests get most of their stay at Regent Phu Quoc.
When a problem related to your team’s operation occurs, you take ownership of it and take all measures to prevent the issue from recurring.
You have the knowledge to solve problems on the spot and take immediate service recovery actions if necessary. Always follow up on guest issues as part of the service recovery process and review steps taken afterwards. Immediately report guests feedbacks and issues to superiors in order to find a prompt and best solution.
Review daily departure list of all Regent Club guests and VIPs to ensure all the billings and departure arrangements are set in place. Farewell guests in the absence of the manager.
Other responsibilities as assigned by the manager.
Create a suggestive personalized itinerary based on guest purpose, length of stay, specifics of their travel, interests and other information gathered prior to guest arrival. Present it to the guest and adjust as they wish. Make sure that each member of the butler team is consistent in delivering such experience to their guests.
As a Butler Supervisor you make guests feel welcome by creating an engaging atmosphere, where all Butler team members provide high quality services.
Study guest profile and preferences before their arrival. Make sure that the villa assignment and set up in the rooms is done properly and according to guest request. Try to anticipate all aspects of the guest stay and create personal haven when possible.
Assist Regent Club Manager in preparing and updating service operating procedures if necessary.
Inspect villa cleanliness before guest arrival and coordinate with Housekeeping department to ensure the villa is in perfect condition and cleanliness, all amenities are set up according to the standards and when needed, extra amenities are available (follow Villa inspection SOP), all special amenities are in place (e.g. VIP, honeymoon, birthday, anniversary, children amenities etc.).
Offer different Butler services to your guests such as packing & unpacking their luggage, shoe shining, laundry & pressing services etc. You make sure that your butler team knows how to perform each of these services.
Pay attention to small details, which visually expresses in a spotlessly clean workspace, outstanding services and a well- groomed appearance of the every team member.
Inspect villa condition before and after each guest stay and report of any maintanance work needed to Housekeeping and Engineering departments (follow Villa inspection SOP).
