- Understand and respect guests privacy, ensure discretion and confidentiality of guests stay and their inquires at all times. This is related to personal information and requests that do not violate resort policies and law of Vietnam.
- Make sure that guests profile, habbits, preferences and special requests are properly recorded in the system. Update information and notify of any VIP arrangements to all departments.
- You have extensive knowledge about activities in Regent and the rest of Phu Quoc Island, which allows you to give guests personalized recommendations in order to optimize overall guest satisfaction. Shares you knowledge with the team, so that each Butler associate can provide exceptional service to all guests.
- 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.
- Inspect villa condition before and after each guest stay and report of any maintanence work needed to Housekeeping and Engineering departments (follow Villa inspection SOP).
- Know set key performance objectives and ensure to meet rooms financial and non- financial metrics such as upselling revenue, IHG Rewards Club Member recognition and enrollment, Arrival/Departure scores and other metrics set by resort management. Set clear targets for each team member, follow up on their progress and support them in achieving the goals.
- Handle Lost & Found items honestly, accurately, in a professional manner and in accordance to resort policy, at the same time ensure that this behavior is followed by all team members.
- As a Butler Supervisor you are in charge of the operation in absence of the manager and make a daily report at the end of the shift.
- 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.
- Work closely with Housekeeping department to ensure guest room is cleaned on time, all amenities are replenished daily and all requests are handled in an efficient manner.
- 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.
- Ensure training sessions for your team are planned, carried out and recorded according to the Regent standards.
- 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.
- You manage employee satisfaction and are responsible for the team. This includes assuring that people do not work unnecessary over time, have their daily lunch- or dinner break and work reasonable shifts.
- Assign roster and dedicated butlers for villa and VIP guests when required.
- Collaborate with all operational departments that are involved in delivering a harmonious flow during guest stay (such as FO, F&B, Spa and Recreation, etc.) to make sure that the service at each outlet is spotless and communication goes through clearly.
- Look for opportunities to positively surprise guests at the right moments, through small or large gestures and acts of kindness. You are empowered to be genoreous with guests, so that you know how and when to curate decadent moments.
- Always live up to the standards set by the Regent brand, by assuring that you know the standard operating procedures and making sure that they are respected by the team.
- Conduct daily shift briefings and meetings, where you deliver clear communications regarding to resort operation, update information and notify of any VIP arrangements.
- 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.
- 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.).
- Assist Regent Club Manager in preparing and updating service operating procedures if necessary.
- Other responsibilites as assigned by the manager.
- Provide clear communications throughout all departments in the resort and to the third parties with guests related inquiries.
- 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.
- Lead by example through following hotel, company and local policies and rules and ensure that the team is doing the same.
- As a Butler Supervisor you make guests feel welcome by creating an engaging atmosphere, where all Butler team members provide high quality services.
- 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.
- Always be proactive and anticipate guest needs, but at the same time know when to be descreet and allow your guest to have their own space.
- 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.
- Communicate with colleagues through body language and voice while always maintaining a calm and gracious tone.
- When a problem related to your team’s operation occurs, you take ownership of it and take all measures to prevent the issue from reccuring.
- 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.
- Ensure the daily operation runs smoothly and that team members are aware of their role and responsibilities in order to do so.
- Communicate with the operational departments in order to ensure a good collaboration during operation and know when to step in during peak times.
- Conduct regular check- in conversations and annual Employee Performance Reviews with the team members, recognize their achievements, give constructive feedbacks when needed and support associates in their development goals.
- Lead by example by keeping resorts property safe and secure, treating provided working equipment and assests in a responsible and professional manner.
* Benefits:
- Healthcare insurance for personal at least 6 months and for the family after working 2 years
- At least 14 annual leave, 2 days off per week
- Relocation, repatriation allowance
- Accommodation, uniform, transportation, and meals are provided
- International working environment, join courses of IHG Group
- Competitive salary
- Rest and relaxation, Home leave allowance
- Other benefits
- Insurance as labor law
- 24/7 accident insurance
- Service charge as revenue
- Contract 2 years included probation period
