10-05-2024
01-12-2025
Private Sector
Full Time
Customer Service
Customer Service
Job Description
The Role
Job Description - Supports Butlers in creating personal connections with guests through emotional luxury - Responsible to have full knowledge of in suite and maxi bar set-ups - Supports Butler in regular service offerings include unpacking packing light laundry handling shoe-shine service if needed - F
Job Details
Job description / Role
Employment: Full Time
Job Description
- Supports Butlers in creating personal connections with guests through emotional luxury.
- Responsible to have full knowledge of in suite and maxi bar set-ups.
- Supports Butler in regular service offerings include unpacking, packing, light laundry handling, shoe-shine service if needed.
- Fully understands the difference of room categories and guest levels / VIPs.
- Promptly answers calls, instant messages from the Butler they work with as well as in their department.
- Engages, customizes and organises in suite Maxi Bar set-ups for the occupied suites with the instructions of the Butler.
- Make sure to report used items in suites Maxi Bars and are charged to the guests accounts.
- Make sure Butler trolleys and dedicated pantries are well-stocked and ready for the next shift.
- Cleans and maintains all Butler working areas including guest suites, pantries, stores, equipment, perishables, stationary, etc. with the instruction and support of the Butler they work with.
- Follows up necessary hygiene procedures on daily basis.
- Completes the missing products from purchasing department and stocks them neatly in the designated pantries / storages.
- Works closely with in room dining and engages / customizes replenishment of amenities for the occupied suites with the instructions of the Butler.
- Responsible of removal and exchange of dirty plates, cutleries, glasses etc. while replenishing amenities and Maxi Bars for occupied suites with the instructions of the Butler.
- Ensures all communication is carried clearly amongst the team.
- Intuitively anticipates through observation and interactions guests needs and wants. Shares guest preferences with Butlers to be recorded on guests profile.
- Ensures service standards and individual performance are aligned with Accor Hotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
- Cooperates closely with Butlers and Butler supervisors to ensure a seamless service. Acts as a link for guests with all other areas of the hotel .
- Addresses any security incidents and guest complaints to the Head Butler and reacts proactively when suitable and appropriate.
- Performs any duties and special projects as requested by management whether in your own department or any other department in the hotel.
- Follows Hotel Evacuation Policy in case of an Emergency.
Requirements
- Possesses strong interpersonal skills and ability to communicate in second language.
- Ascertains and addresses guest/colleague needs.
- Focuses on service with an eye for detail and an approachable attitude.
- Works well under pressure, analyses and resolves problems, exercises good judgment and with a high degree of professionalism.
- Prioritizes and organizes work assignments and delegates work effectively.
- Self-motivates and shows good initiative in a dynamic environment.
- Ensures security and confidentiality of guest and hotel information.
- Embraces and responds to change effectively.
- Understands international luxury travelers and their needs.
- International level of quality and non-hotel experience a plus.
- An understanding of cultural nuisances in dealing with local and Middle Eastern guests.
- Anticipates the needs and the assistance a Butler might need upon a guests stay, from their arrival to departure.
- Strives an effort to capture the fineness of the everyday work.
- Shows enthusiasm for self-development.