Butler Service Desk Operator - St Regis Hotel

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 :

POSITION PURPOSE

· The Butler Service Desk Operator attends promptly and efficiently to all phone calls within 3 rings and is the primary point of contact for all telephone correspondence within the hotel. All phone calls are answered with a warm welcome and answer any guest questions, anticipate their wants and needs and resolve guest problems. Ensure guest's immediate requirements are catered for. The Butler Services Agent has an awareness of regular guest names and requirements and has a full understanding of core Front Office process.

MAIN RESPONSIBILITIES

· Has a full knowledge of the loyalty program, hotel occupancy and availability.

· Knowledgeable in all room types and attributes (layout, size, connecting configurations, and views).

· Keeping Butlers informed of blocking and unblocking rooms, reallocation and room moves when Front Office liaises the changes with the Operators.

· Locate arriving, in-house and departed guests by name and room number.

· Competent in messaging functionality (creating, modifying, delivering, deleting).

· Answer all phone calls adhere to the standards set forth within the Telephone & Verbiage Foundation of Excellence.

· Transfer calls to an appropriate guest or department when requested by callers.

· Coordinate guest requests with all relevant department.

· Thoroughly conversant with all room types, décor and outlook.

· Communication and recording of complaints.

· Ensure full liaison with other members of the team.

· Strong communication with other areas, especially Front Office, Butlers and Housekeeping.

· Make sure all guests profiles are turned to “Complete” from incomplete lists.

· Report maintenance faults and damage to machines, furniture and fittings in all area of the hotel to the maintenance department.

· Strong relationship with guests and internal customers.

· Prepare wakeup call log sheet for the following day and ensure this is handed over to the next shift.

· Ensure all Wakeup call requests are logged accurately.

· Give wake up calls for guests.

· Keep inventory of Butler on call Items.

· StarGuest basics (profiles, preferences, defects, reporting) are entered accurately and monitor existing profiles.

· Ensure daily shift hand over is completed thoroughly.

· To ensure all Butler's adhered to the privacy rights of all Guests by keeping Butlers informed of incognito status upon guest requests.

· Attend relevant training to ensure quality and standards of service and product are maintained.

· Monitor guest questionnaires and Guest Experience Index results to identify shortfalls and remedy service issues with Butler Service Desk Supervisor.

· Ensure service standards are consistently complied with St. Regis brand standards and 3rd party inspection standards.

· To effectively implement Room Department objectives such as guest service/ satisfaction targets (GEI), financial targets, revenues and profits with Butler Service Desk Supervisor.

· Attend promptly to all guest complaints and requests.

· Comply with the grooming and uniform standards.

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

· Ensure compliance with legislated health and safety requirements within the workplace.

· Conduct duties in a courteous, safe and efficient manner, in accordance with The St Regis Dubai policies and procedures, ensuring that the highest level of service and communication is maintained.

· Any other duties as per changes in operation procedures or as assigned by superior.

PROFILE REQUIRED

Education

· High school graduate or equivalent vocational training certificate.

Experience

· Must have at least one year experience in the luxury hospitality industry in the same or similar role. More experience preferred.

Key Competencies

· Communication skills

· Organisational skills

· Information system knowledge

· Guest focus

· Problem solving skills

Build Personal Effectiveness

· Personality: Warm, welcoming, smiling and pleasant.

· Act with integrity.

· Excellence in communication skills: verbally and listening.

· Exhibit self-confidence

· Make sound decisions

· Take initiative

Create Team Focus

· Build relationships

· Facilitate open communication

· Foster teamwork

· Able to delegate

· Promote team diversity

· Customer service orientation

Create High Performance Culture

· Able to multi-task and to set clear priorities

· Effective organisational development

· Take ownership

· Results oriented

Lead Change and Innovate

· Build support for change

· Drive continuous improvement

· Share best practices

Other skills (Language, Computers)

· Must be able to speak, read, write and understand English and preferably another language

· Basic Computer skills

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.