Butler

Job description

JOB DESCRIPTION 

Job Title: Butler 

Department: Guest Services 

Reports to: Guests Services Director

Job Overview: Butler is the main assistant to Suite guests before and through the stay. Butler immediately responds to all Suite Guests requests, cooperating with different departments, making sure that all guests’ needs are met. Butler contacts the guests before the stay, prepare for the arrival and coordinates all departments so that the stay goes smooth. Butler takes care of the warm welcome, the unpacking, the in room dining order taking and delivery, the housekeeping requests, laundry collection and delivery. Butler has some rudiments about the city (restaurants, museum, and history) and can also assist the guest to arrange services outside the Hotel. Butler observes the guests, takes note of all preferences and makes sure they are recorded for future stays. Butler also makes sure that guests enjoyed the stay and follow up after their departure. Place of work: Front and back office, the Hotel Lobby, Guestrooms, Housekeeping Back of the House, Room Service Office. 

Basic requirements: 

Qualifications: 

1. A college education. 

2. Previous experience in hospitality industry. 

3. Knowledge of computers. 

4. Fluent in the Itaian and English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone. 

5. Ability to compute basic mathematical calculations. 

6. Ability to provide legible communication. 

Desirable: 

1. Previous experience as Butler. 

2. Fluency in a third language. 

3. Knowledge of Opera 

Essential Skills: 

1. Must have a professional image and personality exuding confidence and leadership skills. 

2. Be an ambassador o The Bulgari Hotels & Resorts Company at all times, in and out side of one’s work place. 

3. Ability to smile at all times.

4. Ability to focus attention on details 

5. Ability to organize work, prioritize tasks, and follow up. 

6. Ability two work well under the pressure within any given period of time. 

5. Must be able to take initiative and work productively within any given period of time, unsupervised. 

6. Ability to maintain confidentiality and security of all guest and general hotel information. 

7. Must be a team player, working well with other departments and coworkers. 

8. Ability to work flexible hours, including weekends, evenings, Holidays and overnight if necessary. 

9. Ability to go the extra mile, to provide the extra attention in order to satisfy guests’ individual needs and wants. 

10. Should be creative, innovative and strive for continuous improvement. 

11. Ability to promote positive relationships with all guests in the hotel and company. 

12. Ability to be a clear thinker, analyze and resolve problems exercising good judgment. 

13. Ability to remain calm and courteous with demanding/difficult guests and/or situations. 

14. Ability to communicate with other departments and cooperate cohesively 

Primary job functions: 

1. Immediate assistance to all Suite guests, being the sole interlocutor of the guest, making sure the guest does not have to deal with all different departments. 

2. Contacting guests before arrival making sure everything is set for the arrival (Reservation, Services, Transportations, Preferences and needs) 

3. Communicate with other departments to prepare arrivals 

4. Check room status and amenities before arrival 

5. Detect possible maintenance problems in the rooms and make sure thy are fixed in collaboration with maintenance team 

6. Greet guests, perform check in, assist guests with settling in into the Suite 

7. Assist guests during the entire stay 

8. Assist guests with unpacking and packing service 

9. In room dining order taking and delivery of the meals 

10. Daily check and refresh of amenities, in collaboration with F&B Team 

11. Daily check of the Suite cleaning services and replacement of amenities 

12. Assist guests with laundry collection, instructions and delivery, collaboration with Housekeeping and Laundry Team 

13. Assist guest with shoeshine 

14. Supervise night turndown 

15. Assist guests with matters of booking, in collaboration with Reservation Office and Front Office 

16. Assist guests with Concierge requests (Restaurant Reservations, Transportation, City tours….) in collaboration with concierge team 

17. Assist guests with gym/spa appointments in collaboration with SPA team 

18. Take care of guests holdings during the stay and possible repeat guests holdings after stay 

19. Assist guests with check out, in collaboration with front office team. Butler check the bill with front office team before check out. Butler escorts guests from the Suite to the exit and makes sure they enjoyed their stay 

20. Butler checks the room after departure to make sure guest did not forget anything and, in case of need, takes care of the lost and found items 

21. Maintain complete knowledge of: 

a) All hotel features/services, hours of operations. 

b) All hotel restaurant food concepts, menu price range, dress code and ambiance. 

c) All hotel room types, numbers/names, layout appointments, amenities and locations. 

d) All hotel room rates, special packages and promotions. 

e) Daily house count and expected arrivals/departures. 

f) Scheduled daily group activities, names and locations of meeting/banquet rooms. 

g) Local events, attractions, holiday schedules. 

22. Report guests problems and incidents, following up to complete resolution and communicating with other departments 

23. Record all guest preference during the stay, updating guests profile in all used systems 

24. Monitor and maintain cleanliness and working condition of department equipment and supplies. 

25. Follow correct procedures and policies in all aspects of work, including safety and security protocols 

26. Report any issue to the Manager on duty 

27. Keep the work environment clean and safe 

28. Respond to guests request via phone, message or email within short period of time making sure the request is carried out 

29. Protect the privacy of all guests

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand. In joining Bulgari Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.