Butler
Dubai, UNITED ARAB EMIRATES
Job description
Company Description
A surprising, chic merging of Asian style with an Egyptian aesthetic, Raffles Dubai is a 5-star luxury hotel perfectly positioned in the heart of the city , delivering impeccable service and sophisticated style.
Job Description
Job Summary/Purpose:
Butler acts as a point of contact for the guest during their stay, assisting with any arrangements or requests of the guests and provides personalized service to ensure a flawless and memorable experience through the Raffles touch.
Key Areas:
1. Knowledge
2. Service
3. Operations
4. Leadership
5. Values
Special Note:
The attached key areas, responsibilities and activities reflect the items considered necessary to describe the principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.
RESPONSIBILITIES
1. Knowledge
· To have thorough knowledge of all SOP’s for Butler Service department
· To have thorough knowledge of local rules and regulations
· To have accurate knowledge of different room categories, private bar items and reading Opera PMS reports
· Being knowledgeable on answering and directing phone calls
· To have basic knowledge of PMS reports for daily task functions and online platforms used for task delegation
· To be fully aware of Raffles Brand Standards and Values, have thorough knowledge on LQA, Forbes and similar quality-oriented standards
· To adhere to Butler’s standards and procedures and enforce the same
2. Service
· Foster Raffles Values; Excellence, Respect, Integrity, Caring
· Internalize Raffles Brand personality; Charming, Graceful, Thoughtful, Welcoming
· Go extra mile to make sure every guest needs are not just met, but exceeded.
· Assist and support team members and other departments in order to ensure a smooth operation
· Create relationship with employees that is based on open and sincere communication which leads to building long lasting trustful relationships
· Never fail the Top 5 Service Excellence
· Look at me
· Smile at me
· Talk to me
· Listen to me
· Thank me
3. Operations
· Corresponds with guests for any requests or preferences prior to, during and following their stays.
· Regularly attends department line-ups and meetings to communicate any pertinent information and to assist in any needed activity.
· Attends training sessions, performing related duties and special projects assigned as required.
· Manages and exceeds guest expectations
· Handles and reports guest complaints to shift in-charge.
· Inspects arrival rooms to make sure all standards are met.
· Inspects occupied rooms to deliver the Raffles touch by providing proactive personalized service and exceeding expectations.
· Keeps track of all due out and stay over DND rooms
· Cleans, maintains and ensures the upkeep of guest minibars and butler minibar storerooms and reports any maintenance faults
· Ensures all unattended valuables and inside guest rooms are noted and Butler Administration Officer is informed about the same.
· Communicates with Private Dining on a regular basis to ensure amenities, guest preferences and other such points are taken care of and carried out flawlessly.
· Practices up-selling of the hotel products and facilities.
· Ensures that repeat and long stay guests are greeted regularly and the profiles are updated.
· Provides in-room check-ins and room orientations for guest comfort
· Decorates rooms for kids and special occasion rooms and provides special attention to such reservations.
· Realizes the multi-cultural nature of guest profiles and provides personalized service accordingly.
· Takes regular inventories of all items and informs butler admin supervisor for any fresh stocks required.
· Ensures smooth handover of daily activities to next shift.
· Provides additional services such as laundry, packing and shoe shine service and ensures that special preferences of all guests are taken into consideration.
4.Values
· Respect – We respect each individual and the environment in which we operate.
· Excellence – We make genuine connections, and we cherish every opportunity to make the people around us feel special.
· Belonging - We celebrate our differences. We support each other and we always stand together.
· Empowerment – We have authority to take initiative and anticipate moments that create unforgettable experiences.
· Integrity – We build trust through mutual respect and being authentic.
Qualifications
CHARACTERISTICS REQUIRED - PHYSICAL
ESSENTIAL
· Neat appearance
· Articulate
· Good Posture
CHARACTERISTICS REQUIRED - LANGUAGES
ESSENTIAL
· Oral and written fluency in English
· Local language
DESIRABLE
· Other languages
CHARACTERISTICS REQUIRED - QUALIFICATIONS/TRAINING
ESSENTIAL
· University Degree
· Housekeeping, Food and Beverage or/and Guest Relations knowledge
DESIRABLE
· Knowledge of Opera Property Management System
CHARACTERISTICS REQUIRED - WORK EXPERIENCE
ESSENTIAL
· At least 2 years of experience in a similar capacity role.
DESIRABLE
· 3 or more years’ experience in a similar role
CHARACTERISTICS REQUIRED - DISPOSITION
Leadership;
Relationships;
Character;
Potential
ESSENTIAL
· Ability to motivate and lead
· Strong interpersonal skills
· Attention to detail
· Multitasking
Additional Information
Raffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates