Assistant Manager, Butler Service

Job Responsibilities

Operational Related

• Conduct daily briefing to ensure important information and updates are shared among team members
• Manage guest requests and ensure tasks are properly carried out
• Resolve issues pertaining to guest's negative feedback and manage the complaint efficiently to maximize guest satisfaction; communicate to Manager and Service Management for any necessary follow up
• Monitor daily butler operations ensuring that tasks are carried out and guest requests are attended without fail
• Solicit feedback directly from guests; record feedback and use established documentation and circulation procedure to share the information
• Handle meet and greet of VIPs
• Audit Butlers' Suite Orientation and Turndown services to ensure established standards are met
• Work closely with other relevant departments such as Front Office Groups, Guest Relations, Paiza Services, Housekeeping, Facilities and In-Room Dining to prepare for future VIP arrivals
• Manage the operations of the Butler Command Centre
• Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department

Departmental Related

• Communicate to Team Members departmental updates, issues and guest-related matters
• Establish, assess, conduct and maintain appropriate performance appraisals (in relevant areas) according to agreed standards and take necessary action to communicate/advise/assist according to performance levels
• Responsible for motivating, disciplining and counseling of Team Members appropriately and ensuring their job skills are constantly being improved and developed
• Supervise, train, schedule, mentor and evaluate Team Members
• Recommend appointments, promotions and development of all Team Members
• Respond to guest comments, requests and complaints in a timely and professional manner; take personal responsibility to resolve issues where necessary
• Be conversant with all areas of the Butler Services Department including FIT, Group and Casino reservations; can be assigned to certain specialist areas to manage at any one time
• Be conversant with all facets of the operation including fire safety and emergency-related procedures
• Disseminate and clarify understanding of all new promotional packages, rate plans and product information associated with these programs
• Maintain close liaison with all other Departments to have a good understanding of their operational flow, ensuring seamless guest services throughout the hotel
• Work and maintain close liaison with all the respective Section Heads within the Front Office Department, ensuring smooth operational flow within the department as per company standards
• Attend scheduled departmental meetings as required
• Contribute ideas to improving the operations of the department; update the Managers on any operational issues for the betterment of the department
• Attend training sessions as and when scheduled
• Be familiar with the local community and famous events in town
• Make appropriate recommendations to guests to enhance their stay in MBS and Singapore
• Report and document special incidents that command management's attention; incidents may include vandalism, fights, fires, abuse, accidents, etc.
• Be aware of OSHA (Occupational Safety and Health Act) practices and reinforce safety guidelines
• Participate in Team Members' performance evaluation and make fair recommendations on confirmation or promotion
• Perform any other duties and responsibilities as assigned by the Manager

Job Requirements

• Education & Certification: Nitec/Higher Nitec/Diploma/Degree in hospitality or related field preferred
• Experience: Minimum 1 year experience in the same capacity
• Other Prerequisites:
• Able to communicate effectively in English
• Excellent guest relations and communication skills
• Advanced understanding of housekeeping, food and beverage including in-suite dining, wine and spirits
• Proficient in the use of Property Management System
• Good command of spoken and written English
• Pays attention to details and has strong customer service skills
• Mature, meticulous, resourceful, organized and able to work independently
• A team player who takes initiative to assist other Team Members when required
• Impeccable follow-through; possesses a 'Can Do' attitude and mindset
• Willing to work any day and any shift
• Well-groomed and professional disposition

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.