Lobby Butler Supervisor - St. Regis

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 Summary

POSITION PURPOSE

The Lobby Butler Supervisor oversees the Lobby Butler team to ensure complete guest satisfaction and provide all guests with successful experience by assisting and escorting during their stay. The Lobby Butler plays a vital role in assisting the team with guest recognition, as well as daily operation in accordance with all St. Regis standards and in line with Marriott Hotels and Resorts Policies and Procedures

Lobby Butler team is a key representative in our hotel at the St. Regis. They create one of the most powerful first impressions to our guests. The Lobby Butler Supervisor will assist the team to ensure they deliver the utmost exceptional experience to our guests.

PROFILE REQUIRED

· To be an ambassador of the Front Office and the hotel, in and outside the work place.

· To provide a personal service to all the guests, fully aware and following the hotel standards and procedure.

· To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.

· To ensure that all sections have proper coverage of staff at all times.

· To be aware of all VIPs visiting or staying in the hotel.

· To assign duties and responsibilities to subordinates and to assist them in their tasks. To ensure that daily check lists are recorded accurately.

· To ensure that all team members are aware of the outlet timings and promote the internal activities and events.

· To share guests preferences and any important highlights with the team and the management.

· To offer assistance at any time in the operations and to monitor, highlight and suggest improvement on any dysfunction.

· To conduct staff evaluations and surveys. To develop staff motivation and performance through action plans. To be involved in staff retention and satisfaction.

· To ensure that the privacy of the guests and the confidentiality of the information is respected.

· To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility.

· Greets guests upon arrival and bids farewell upon departure.

· Ensures that, whenever possible, guests receive bespoke recognition.

· Actively obtains feedback from guests to improve services and facilities.

· Promotes inter-hotel sales and in-house facilities and aware of banquet events, hotel facilities, F&B outlets, special promotions for the purpose of assisting guests and offering accurate information.

· To ensure all team members maintain a neat, tidy and professional appearance to the St. Regis brand standards at all times.

· Maintains an active presence in the hotel lobby to greet and assist incoming guests – Lobby Position.

· Escorts VIP guests to their allocated room.

· Performs other duties as assigned by Director of Guest Services.

· To provide friendly, courteous and professional service at all times.

· To maintain good working relationships with all colleagues.

· To read and understand the hotel's Employee Handbook and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.

· To comply with local legislation as required.

· To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments / areas if required, to meet business demands and guest service needs.

· Complete brand required training on Marriott Development Center and to attend trainings and meeting as and when required.

· Actively elicit guest feedback and preferences, regarding resort services and ensures action is initiated on the same to maximize guest satisfaction.

· Always try to anticipate and exceed the needs of guests & associates.

· To provide a top-quality experience to all our guests.

· To keep the Director of Guest Services up to date on employee performance.

Education

· High school graduate or equivalent vocational training

Experience

· Minimum 3 year experience in a luxury hotel. More experience preferred.

Key Competencies

· Communication skills

· Organisational skills

· Guest focus.

Build Personal Effectiveness

· Personality: Warm, welcoming, smiling and pleasant.

· Act with integrity.

· Excellence in communication skills: verbally and listening.

· Exhibit self-confidence

· Take initiative

Create Team Focus

· Facilitate open communication

· Build relationships

· Foster teamwork

· Promote team diversity

· Customer service orientation

Create High Performance Culture

· Able to multi-task and to set clear priorities

· Effective organisational development

Lead Change and Innovate

· Build support for change

· Drive continuous improvement

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.