Butler

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KEY RESPONSIBILITIES

Job summary – To observe guests’ personal preferences and habits and to anticipate their needs using the utmost discretion. Be the link between the guest and the hotel; oversee the guest needs during their stay and help the guest with reservations, special requests, room and hotel orientation, luggage packing and unpacking, laundry, shoeshine, etc. Be responsible for gathering preferences and information so the guest recognition is ensured for his next visits; keep a critical eye on room cleanliness, brand standards, and have a thorough knowledge on the functioning of room features, hotel facilities and equipment. Maintain Rosewood high standards of service and hospitality at all times.

Essential Duties and Responsibilities – This list of essential functions is not exhaustive and may be supplemented as necessary. The following are specific responsibilities and contributions critical to the successful performance of the position:

• Be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

• Provide a courteous, professional, efficient and flexible service always. Be well groomed, clean and pleasant.

• Report for duty on time in accordance with company policy and adhering to grooming standards, for the shift handovers.

• Have a full knowledge of the company philosophy, core values, responsibilities, daily activities of the day and all about the hotel facilities such as Fitness Center, Pool, Restaurant, Bar, etc.

• Register all the information, updates and instruction learned during the day before leaving the office.

• Follow all the guest needs until they are completed to the total guest satisfaction and Rosewood Standards.

• Keep the guest’s agenda daily and have a track of the location where the guests are.

• Welcome the guest by the main entrance depending, when pertinent.

• Greet all suite guests and escort to allocated room.

• Register and regular updating in Butler Pass On for all known details of guest’s movement, activity, plan, schedule, F&B order, special amenity, allocation change, room move, etc. Ensure all items for next are passed over according to the standards in place.

• Register guest in the commodity of their suite, respecting all the set standards by Front Office.

• Offer suite orientation to the arrival guests following all, Forbes, LQA and Rosewood standards.

• Extend special attention to suites occupied by families according to the culture.

• Offer services of unpacking-packing luggage.

• Take care of the guest’s laundry, pressing and dry-cleaning with coordination of valet service, as per Butler program.

• Maintain guest room and wardrobe in a neat and tidy fashion.

• Arrange amenities for arrivals and refresh them on daily basis according to the guest wishes when needed.

• Clean and polish all cutlery, glasses, dishes, and napkins in the suites prior to guest arrivals. Ensure all items are perfectly folded and placed in the right position as per Rosewood standards.

• Polish the guest shoes as per the set standards with the shoes tree in each pair of shoes.

• Coordinate with the front desk for speed check-in & check-out as per guest request.

• Deliver guests’ mail, packages and messages promptly.

• Inform the housekeeping department of the time desired for the daily cleaning and turn-down service.

• Make aware all the hotel departments about guest dietary restrictions and food preferences.

• Be fully conversant with all services and facilities offered by the hotel.

• Be fully conversant with new promotions, Menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures.

• Be fully conversant with accommodation features: lay-out, room type, location décor, in room facilities and equipment.

• Be able to upsell larger suites, flowers, massages, in-house restaurants reservations, private dining, etc, as per guest’s preferences.

• Assist in arranging medical assistance, when needed

• Have a thorough understanding and knowledge of use of the equipment and techniques such as silverware and chinaware maintenance.

• Have a thorough understanding of technical features of the suites.

• Have good knowledge of how to serve guest their meals and drinks in their suite.

• Be the main contact for guests and the hotel during suite receptions and dinner parties.

• Prepare arrival and departure gifts to be given to the guest, when required.

• Perform all duties with the same sense of priority and dedication.

• Monitor operating supplies and reduce spoilage and wastage.

• Host and welcome all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous manner.

• Ensure verbiage is correspondent to a Forbes 5 Star environment, whilst avoiding phrase fragments & industry jargon.

• Serve our guests in a calm, discrete and courteous manner, respecting timing standards.

• Support other departments with their duties when needed.

• Operate and coordinate with relevant departments the ins and outs of the room and optimize service while the guest is away as often as possible (single entry program).

• Inspect suites during guest’s stay to obtain preferences, such as sleeping, F&B or other pertinent preferences.

• Conduct daily calls to verify guests’ well-being and ensure their comfort.

• Establish preferred housekeeping services times, as required,

• Keep a critical eye during the process of room inspection and to report any default equipment to the proper departments.

• Anticipate guest needs, respond promptly and acknowledge all guests, however busy or whatever time of the day.

• Assist the Guest Services Manager in organizing the amenities, when needed.

• Update the SAG Report daily, including verifying any changes.

• Handle guest enquiries either by telephone or in person in a courteous and efficient manner and report guest complaints or problems via Knowcross (Unifocus) and assure follow up with guests.

• Assist in answering both internal and external phone calls within 3 rings, or 10 seconds.

• Bid farewell to the guest outside of the suite or in lobby

• Fill out the internal communication forms when needed.

• Ensure all guest preferences data is registered into their PMS profile.

• Help monitor and stock inventory and report supplies needed to Guest Services Manager.

• Maintain a high standard of personal appearance and hygiene at all times.

• Maintain high standards of the hotel when fulfilling his/her duties.

• Maintain a good working relationship with staff in all other departments.

• Be very familiar with the Room division/Front office policies and procedures

• Attend and contribute to necessary staff meetings, Departmental and Hotel training as scheduled and other related activities.

• Project at all times a positive and motivated attitude and exercise self-control.

• Carry out any other reasonable duties and responsibilities as assigned by GSM or other supervisor, as needed.

Standard Responsibilities

• Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.

• Model the company’s culture, vision, mission and core values at all times.

• Take on other tasks in addition to ones stated, in a reasonable timeframe

• Comply and adhere to all Rosewood company policies.

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. Names & identities of guests encountered are not to be shared with any external parties, including but not limited to: friends, family members, or other persons not currently employed by the Rosewood Mansion on Turtle Creek. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and employees, unless otherwise stated.

Health & Safety

• Be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.

• The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.

• Report any defects in the building, plant or equipment according to hotel procedure.

• Ensure that any accidents to staff, guests or visitors are reported immediately in accordance with correct procedures.

• Be fully conversant with and abide by all rules concerning Fire, Health & Safety.

• Be fully conversant with:

o Risk Assessments for your department and position

o Hotel Fire & Emergency Procedures

o TABC regulations

Other

• The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

• As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

Experience –

• Minimum two year’s hotel reservation, guest services, housekeeping, and/or front office experience.

General Skills –

• Excellent organizational skills, flexibility.

• Excellent interpersonal skills. Superior oral/written communication skills; ability to interact successfully with all levels.

• Excellent telephone etiquette.

• Tact and good judgment and proven experience interacting with customers and hotel management.

Technical Skills –

• Efficient technical skills in Word, Excel, Outlook along with good internet navigation skills

• Experience with hotel PMS systems and operational proficiency.

• Knowledge of general office equipment (e.g., Switchboard, Telephones Systems, fax machine, copy machine, printers.

Education or Certification -

• College Degree preferred

• TABC Certified