Assistant Chief Butler

Job description

The St. Regis brand first established luxury hospitality more than 110 years ago, with the opening of the St. Regis New York. From the moment John Jacob Astor IV opened the doors of his Beaux-Arts masterpiece on New York's Fifth Avenue, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. Today, with more than 40 of the best addresses around the world, St. Regis is a place where trends are born, boundaries are broken and guests can simply live exquisite. We invite you to explore careers at St. Regis.

Desired profile

Qualifications :

JOB PURPOSE

·  The Assistant Chief Butler coordinates a team of Butlers and manages the Butler Operations with a Never Say No attitude. The Assistant Chief Butler along with the Director of Guest Experience is required to create, promote and deliver lasting memories by ensuring our guests experience an unfolding series of delightful moments and thoughtful gestures.
·  Assistant Chief Butler is required to play a leading role in building relationships with both guests and hosts. He/She oversees the day-to-day operations of the Butler team, ensuring that the team executes exceptional service consistently across all areas and foster a culture of ‘What else' to ensure we are exceeding our guests' expectations. He/She needs to ensure guests' requests and complaints are handled in the most efficient manner at the satisfaction of the guests.
·  The role also includes overall management of Butler Service operations, the supervision and training of all Butler host and fosters continuous collaboration between all departments. In order to create the sense for our guests that the Butler is a kind of ‘personal assistant' who coordinates seamless, personalized service throughout their stay and across all areas of the guest experience, it is imperative that the Assistant Chief Butler maintains excellent relations and communications with all Departmental Teams and is the “face” of Butler Service for guests and hosts.

JOB RESPONSIBILITIES




Delivering Service Beyond Expectation

·  Ensure service standards are consistently delivered, reviewed and monitored and in compliance with St. Regis brand standards and third party inspection standards
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Actively promote a work environment which cares for guests and host alike

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Act as a role model protecting and demonstrating the core values of the St. Regis commitment to excellence

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Coordinates Butler duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Loss Prevention to ensure that all guests are given friendly and caring service from their arrival until their departure according to St. Regis standard in a safe and secure environment

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Supervise the Butler operations to attend to in-stay guest requests and complaints, and resolve according to hotel policy ensuring our guests have an unforgettable experience

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Measure current levels of service performance against previous performance, as well as established benchmarks, and constantly strive for improvement

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Support and collaborate with the Rooms and Food & Beverage departments in meeting their strategic goals by enhancing the guest experience

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Liaise with Housekeeping and Concierge on room cleaning times and prioritization, and preparation of VIP arrivals

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Allocate floors, and ensure that all hosts are on time for shifts and are completing their duties

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Manage staffing levels, holidays and schedules in relation to occupancy

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Support flawless execution of St. Regis Signature Rituals, as appropriate (ie. Evening Ritual, Afternoon Tea, Family Traditions)

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Proactively engage with and build relationships with guests

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Keeps abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all staff are able to answer guest requests and questions

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Accomplishes a set of administrative duties such as leading and attending meeting, writing reports and memos and other specific duties related to the job function

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Ensures the Butler team, work with a sales focused attitude and are aware of sales opportunities within the hotel which will assist with the maximization of revenue

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Supervises day to day operations ensuring standards are adhered to and maintained

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Ensures a consistently high standard of presentation is maintained for both the department and personnel

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Ensures a high level of product knowledge of the hotel and local area

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Spot check performance of Butler service host and guest service host and ensures standards are maintained

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Complete departmental work schedules and manage departmental payroll in line with budgets

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Schedules annual leaves during low demand periods to maximize Payroll savings and manage staffing levels, holidays and schedules in relation to occupancy

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Be able to run a Butler role as specified in job description

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Go over daily logs to know the Hotel's operation for the day; any issues pertaining to guest's to follow up; all the VIPs arriving, in-house and departing

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Work with the required computer systems, such as Opera, Eagle, Medallia, GXP, FCS and Outlook

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Ensure compliance with legislated health and safety requirements within the workplace

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Conduct duties in a courteous, safe and efficient manner, in accordance with The St Regis Bangkok & company's policies, standards and procedures, ensuring that the highest level of service and communication is maintained

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Due to the cyclical nature of the hospitality industry, the Assistant Chief Butler may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required

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Fully conversant with the operation of all electrical and technical equipment in the guest rooms and Butler pantries

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Report maintenance faults and damage to machines, furniture and fittings in all areas of the guestroom floor to the maintenance department and follow-up with the status

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Turn in any Lost & Found at the Housekeeping Office and manage long-term storage

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Familiar with SPG loyalty program and promote the program to all guests

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Comply with the Corporate and Hotel standards and procedures

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Keep track of all work orders, guest requests and liaise with related department for action

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Ensures each area is correctly stocked & operationally prepared at all times according to set par-stocks and standards

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Ensure all associate comply with grooming and uniform standard

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Ensure Butlers maintain a tidy, clean and organized pantry at all times

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Monitor the hygiene records throughout the Butler Team

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Supervise and monitor daily Butler Service activities and proper standards and procedures are followed

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Ensure all inventory and equipment are properly maintained

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Check the stock of items needed for Butler operation and place orders if needed

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Effectively implement Rooms Department objectives and goals such as guest satisfaction survey (GSS), financial targets, revenues and profits

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Manage P&L minibar, P&L Rooms – butler related

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Ensure Butler team fully align with Forbes and Brand Standards

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Eliminate laundry pickup and delivery issues

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Reduce turnover rate

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Assistant Chief Butler is fully responsible for the entire butler operations in the absence of the Chief Butler.

Guest Experience Personalization

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Support a culture whereby all staff members are aware of the importance of recording and disseminating guest information and their needs in a discreet fashion to create personalized and anticipatory service

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Continuously engage with guests pre-stay, in-stay, and post-stay

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Where appropriate, oversee pre-stay communication outreach and consequent preparation/internal communication to execute on guest preferences and requests

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Consistently maintain and track relevant guest data (utilizing both GXP and the Butler network) and develop potential best practices

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Ensure Butler team is personally greeting, at a minimum, the following guests during their stay including shortly after arrival: Guests in suites, VIP guests, celebrities, long stay guests, guests paying rack or other high rates

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Collaborate with the purchasing department and play an integral role in selecting and ordering supplies related to delivering Butler Service

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Actively solicit Guest feedback and focus team on hospitality and guest service.

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Handling guest complains/ issues and escalate it to superior if needed

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Actively promote a work environment, which cares for guests and associates alike.

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Maintains seamless interaction with guests in order to facilitate guest recognition, obtain preferences, anticipate guest needs and proactively deliver all their requests & requirements.

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Ensure all Butlers adhere to the privacy rights of all guests

Communications

· 
Attend any and all daily operations meetings schedule be management and pass the information to the Butler staff to ensure all staff are aware and briefed on all relevant information

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Recognize the key team members highlighted in the GSS scores and motivate others to deliver the best service possible by implementing a GSS reorganization plan

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Ensures a smooth flow of information is carried out through regular meetings with all host, supervisors and the duty manager

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Ensure a high level of communication is maintained between the Butler Service and all other areas of the hotel.

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Ensures daily shift handovers are conducted in a professional and constructive manner.

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Review daily reports to ensure system is being maintained as per company policies and procedures.

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Conduct daily shift briefings for the team

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Escalate any important guest issues to Chief Butler/Director of Rooms

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Supervise all Butler entries into the daily log

Training & Development

·  Train, provide ongoing advice and support to staff under your supervision
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Collaborate with the Human Resources department to recruit, hire, audit, and develop Butlers

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Train all Butler staff and any staff involved in delivering Signature Service according to the St. Regis Butler Training

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Onboard all new Butler Service Staff during orientation in partnership with the Human Resources department to emphasize that all staff are responsible for delivering Butler Services in the property

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Implement and maintain training session to ensure standards and FOE's are met or exceeded in accordance to St. Regis standards with an emphasis on St. Regis Signature Butler Services

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Conduct development and performance reviews, identifying key staff members for further development and structured career path

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Promote awareness of Safety & Security concerns (e.g. Master Keys management, Guest Data Privacy etc.) and proper grooming (e.g. uniforms, hygiene)

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Advocate and support of St. Regis Butler Service culture philosophy for all departments

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Approves the training plan for all Butler staff and follows up to ensure compliance within budgetary guidelines

· 
Carry out interviews for all prospective Butlers to ensure they are guests focused

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Conduct Annual appraisals with all team members as means of motivation and development

· 
To be creative and introduce new approved methods of making work and operation of Butler Team smarter

· 
Coordinate appropriate projects for Butler Department

It is not the intent of this job description to cover all aspects of the position but to highlight the most important areas of responsibility.

JOB SPECIFICATION

·  Minimize 2 years in Front Office, Guest Experience or related field. Luxury and International Background hotel
·  Bachelor degree and above
·  Good communication in English and Thai.
·  Basic computer skills i.e. Microsoft Office, Opera and hotel management system

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.