Butler

Job description

Company Description

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.

Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

Job Description

 

Position:         Butler

Department:   Front Office /Guest Services

Reports to:     This position reports Duty Manager and his / her absence to Front office Manager

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PURPOSE OF POSITION

To deliver day-to-day butler services to the Hotel’s guests in accordance with the Hotel’s established standards.

KEY ROLES & RESPONSIBILITIES

·  Maintain a highest level of service from the day of arrival and departure of the guest. The service is not limited check in and check out.
·  Ensure a through research is done through various platformed prior to arrival for the assigned villas and the same is shared with necessary departments / leaders prior to guest arrival.
·  Maintain professional communication with guests prior to arrival via email / WhatsApp as a form of introduction to elevate the level of experience.
·  Ensure guests receive prompt, courteous, pro-active and personalized service during their Raffles journey.
·  Clean and maintain all butler areas including occupied and non-occupied rooms, pantries, stores, equipment, perishables, stationary where applicable.
·  Run a villa inspection for assigned villas prior to arrival to ensure the highest standards are maintained including the villa set up according to the guest preference.
·  Check the expiry dates of all perishables and practice optimum usage of resources including Minibar prior to arrival.
·  Liaise with Private Dining and check on a regular basis to ensure amenities, resident preferences and other such points are taken care of and carried out flawlessly
·  Maintain appearance, discipline and efficiency at all times
·  Practice tactful up-selling of hotel products and facilities according to the target set by the Direct manager.
·  Ensure repeat guests are met and greeted on a daily basis and profiles are updated
·  Ensure long-staying/special-attention/occasion-celebrating guests are taken care of exclusively, paying particular attention to their needs and requests.
·  Ensure good regular communication amongst the team and managers related to guests.
·  Ensure proper communications are made with regards to guest issues, maintenance / feedback / challenges and the same is updated in the guest log book on daily basis before end of the shift.
·  Attend daily briefings and note information about guests and functions in the hotel and be familiar with daily happenings.
·  Fully understand the difference in guest levels (VIPs) and Room Categories
·  Respect guest privacy and do not discuss guests’ private information with colleagues
·  Ensure all unattended valuables and belongings inside guest rooms are noted and Supervisor is informed about the same
·  Report any Lost and Found to the Supervisor and Housekeeping Coordinator
·  Maintain all reports and records and meet deadlines
·  Actively promote excursion and activities through third party service to guests by ensuring the highest revenue is generated.
·  Provide prompt laundry service and shoeshine service, ensuring special preferences of guests are met
·  Check all items (amenities/ laundry etc.) before delivering them to the guests
·  Offer in villa check in / check out to individual guest based on the room availability for the day.
·  Assist with handling luggage for arrival and departures in the absence of drivers to ensure a seamless arrival / departure experience is Offred to the respective guest.
·  Preference / guest profiles in the system are updated by individual Butlers for their respective villas up on check in and ensure all the guest details are updated correctly.
·  Ensure the respective guests / assign villas are met during breakfast service and active planning is done for the day.
·  Guests are met when going on excursion and returning from excursion while transferring guest between facilities on the island are carried out with utmost care.
·  Be the main contact person for anything related to guests during the stay and ensure the highest level of personalized service is extended to the guest.
·  Create magical / special movements for the guest through out the stay with reference to “The Butler Did It “ campaign launched globally to make the guest feel valued and appreciated.
·  Guest history profiles are updated in opera up on guest departure by respective Butler.
·  A Proper handover process carries out to “Buddy Butler” and Managers when going on leave / end of shift / days off.
·  Communicate on departure details / room move / any appointments in the form of writing to ensure no appointment / arrangements are missed.
·  Do “bucket check” for all the assigned guest during the day to ensure bill accuracy is fully maintained.
·  Perform rebate / adjustment when necessary for the assigned guest while maintaining preapproval from respective Manager according to the set procedures.
·  Take the meal orders from guest and communicate, when necessary, based on the applicable meal period to ensure the heist of level experience is carried out for the guest.
·  Manage BEO for guest events for effective communication.
·  Handle payments / pre authorizations / paid outs / credit check for respective guests during their stay.
·  Actively promote the guest feedback channels to maintain a better score through Trust you, online channels as well Trip advisor.
·  Demonstrate discretion and courtesy when entering into the private space of guests.
·  Support front office operations to ensure all Raffles Seychelles guest are receiving the best experience during their stay and for a smoother operation.
·  Adhere to OH&S policies and procedures

PERSONAL ATTRIBUTES

·  Good organizational skills and  engagement with guests
·  Ability to work a multi-cultural workforce
·  High level of integrity, enthusiasm, dedication and support for continuous improvement
·  Good knowledge of the entire Housekeeping Operations
·  Knowledge of Opera Property Management System preferred

 

Qualifications

QUALIFICATIONS

·  Post Secondary education
·  Good Housekeeping and Guest Relations knowledge
·  Minimum 1 year experience as a Butler in a luxury hotel environment
·    Degree in Hotel Management is an asset