Head Butler

Job Responsibilities:

• To anticipate all guest needs and handle all guest inquiries.
• To greet and acknowledge all guests welcoming them in a polite and friendly manner.
• Supervise and manage a team of butlers and oversee the daily operations of the guest experience department.
• Train, coach, and mentor butlers to ensure exceptional service is delivered to guests.
• Develop and maintain a strong relationship with guests and attend to their needs and requests promptly.
• Provide personalized and anticipatory service to guests including organizing special events, arranging transportation, making restaurant reservations, and other bespoke services as required.
• Manage guest preferences and ensure that all information is accurately recorded in Opera and communicated to the relevant departments.
• Abide by all hotel and company policies and procedures including Health & Safety policies, HACCP, Butlers Grooming standards, punctuality/attendance procedures, and Quality standards.
• Coordinate with other departments including housekeeping, front desk, and food and beverage to ensure a seamless guest experience.
• Maintain privacy and security of in-house guests and be continually proactive in all areas of operation.
• Coordinate with concerned departments for room refreshments such as morning service, turndown service, and mini bar checks.
• Develop and implement standard operating procedures for the butler department to ensure consistency in service delivery.
• Maintain an up-to-date inventory of equipment and supplies required for the butler department and ensure that they are well-maintained and in good working condition.
• Ensure that the butlers pantry and guest floors are clean, tidy, and well-stocked with amenities and supplies.
• Update all guest registration details as per Profile Quality standards and properly file all dockets.
• Report requests, work orders, and glitch reports through Message Box.
• Prepare a comprehensive itinerary for guests for the duration of their stay as per the specifications and preferences of the respective guests.
• Promote DHA discovery to all guests.
• Prepare and check-in arrival rooms for in-house guests and departure rooms.
• Complete cashiering transactions in accordance with the hotel's credit policies.
• Have comprehensive knowledge of the hotel including all departments, services, and outlets.
• Build a rapport with all in-house VIP guests, ensuring guests are recognized and obtain specific individual needs (likes/dislikes) to maintain guest profile and a high level of feedback within the department.
• Upsell rooms/suites/Pool Villas/Royal Pavilion Villas and cross-sell all outlets within the property and other Anantara properties.
• Attend the daily briefing sessions.
• Coordinate laundry and pressing collection and delivery.
• Provide a full shoeshine service.
• Offer packing and unpacking services as requested.
• Deliver and place the amenity/gift and newspapers in the villas upon request.
• Special occasion preparation and service of cakes/flowers for the guest.
• Maintain a full & comprehensive knowledge of the products and services available in the property and other Anantara properties.
• Support and assist Senior Management and perform duties and responsibilities as assigned by Senior Management.

Qualifications:

• High School diploma
• Previous experience in Front Office operations for at least 1 year
• Luxury hotel experience is a must.
• Passion for excellent service
• Excellent team player and great communication skills

Additional Information:

Relocate to remote area

Remote Work:

No

Employment Type:

Full-time