Butler (Guest Experience)

Organization Description

Job Description

POSITION SUMMARY 

The Suite Butler is a key element in a team of professionals striving to deliver a level of personalized service that exceeds not only the expectation of the guest but will add a point of difference from the service provided in any other hotel. 

The position of Suite Butler provides a very personalized, detailed, and seamless service to guests. 

The Suite Butler will take gentle care of all assigned guests from pre-arrival until post-departure without imposing themselves on the guests. The guests will see the Suite Butler as owner of each guest’s needs and requests. 

The attention to detail that is required from Suite Butlers, and their ability to anticipate guests’ needs, meaning that they are the consummate hotel professionals with impeccable standards. Suite Butlers will not accept anything less than the best available presentation of the suites and themselves. 

Our first impression on guests is often a significant part of the lasting impression left in their memories. Everything we do must support the heritage and legacy of Bvlgari, which includes our attire and grooming. Everything we do, say and even, do not say, communicates to the guest. 

As a Bvlgari staff member, it is extremely important to ensure that we do not only demonstrate our core values in our everyday interactions with our guests, but that our behavior demonstrates a way that reflects the unique personality of the Bvlgari Brand. 

RESPOSABILITIES 

 Professional Knowledge 

• Helps and assists all the guests in a friendly and educated manner. 
• Shows amazing skills in anticipating guest’s needs and unrivalled attention to details.  
• Builds a thorough rapport with guests and maintain interaction to facilitate guest recognition and obtain specific individual needs, likes, and dislikes to maintain guest history files. 
• Ensures that Bvlgari Brand Standards and Signature Services are followed. 
• To ensure a proper use of the telephone etiquette as per Forbes-LQA standards. 
• Ensures all suites are checked and set according to Bvlgari standards and guest’s preferences.  
• Performs pre-arrival engagement, check-in & check-out, including updated profiles, reservations, and billing handling. 
• Have knowledge and operate through Opera and GXP to communicate promptly within the Hotel. 
• Concierge services (restaurant bookings, early bird tickets purchasing, boarding passes, arranging transportation from and to the hotel) 
• Offer BVLGARI signature services such as, packing and unpacking service, pressing, Berluti shoeshine, coffee and tea or any other beverage service. 
• Promote and cross-sell all outlets within the resort. 
• Abides by all policies and procedures as always provided in the butler services SOP manual as well as the hotel & company policies and procedures. 
• Have full understanding & knowledge of all suite services, amenities, functions & systems. 
• Familiarizes with hotel’s Housekeeping Standards, set up amenities.  
• Familiarizes with hotel’s F&B Venues and its menus to able to make the best suggestions for the guests.  
• Familiarizes with Welcome, Turn Down and special amenities. 
• Familiarizes and promotes Spa facilities and services. 
• Familiarizes with hotel’s Lost & Found policy. Assists and coordinates with all departments to ensure consistent and exceptional service. 

Operational Skills 

• Performs all duties with the sense of priority and dedication. 
• It is responsibility of every Suite Butler to ensure the guest experiences WOW moments during the stay. 
• To report for duty punctually and wearing the proper uniform, pride pin and credo card. Maintaining a high quality of personal appearance and hygiene, adhering to the hotel and department appearance standards. 
• To naturally use guest name during each interaction, and understand that guests are individuals, not room numbers. 
• Be fully responsible for every suite by ensuring the cleanliness and maintenance are controlled, correctly stocked & operationally always prepared according to standards. 
• Ensures a full & complete shift handover and maintains a high level of communication & feedback within the department always coordinates & liaises with the Guest Experience Manager / Supervisor for every request, need or complaint. 
• Actively obtains feedback from guests to improve services and facilities and obtained feedback is shared with direct supervisors. 
• Unpacks/pack guest luggage as requested. 
• Keeps hotel departments well informed about general preferences of the guests and make sure they are acted on. 
• Delivers and places the evening amenities/gifts or collaterals as per standards. 
• Carries out Bvlgari Signature services and small personalized touches to ensure guests are blown away. 
• Takes notes of all the information, updates Opera and GXP profile and instructions. Gives proper handover before signing off from the shift. 
• Promotes inter-hotel sales and in-house facilities and is aware of banquet events, hotel facilities, F&B venues, special promotions for the purpose of assisting guests and offering accurate information. 
• Sets up suites according to guest history, special requests, and preferences. 
• To attend and contribute to all meetings, Departmental and Hotel training as scheduled and other related activities. 
• Carries out any other reasonable duties and responsibilities as assigned out of the list by Guest Relations Coordinator, Guest Relations Supervisor, Assistant Guest Relations Manager and Guest Relations Manager. 
• Flexibility to extend job duties, carrying 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. 

Relationship with Front Desk and Concierge: 

• Collects pre-arrival details, prepare the Suites for guest arrival with preferences, and set up. 
• Ensures special requisitions are done for VIP special requests. 
• Organizes guest’s transportation including pick-ups and drop-offs. 
• In coordination and cooperation with Management, Suite Butler welcomes the guest in the Lobby, offers Hotel and Suite Orientation, and registration process (In-Suite check-in), collecting guests’ information, methods of payment, taking care of providing a fond welcome and anticipating any needs such as laundry, pressing, Wi-Fi connection and unpacking. 
• Collects pre-departure details from the guest and facilitates final departure (billing, payment, packing, transfers) and ensures fond farewell, informing Management accordingly. 
• Be knowledgeable and updated on all major events and activities happening in the hotel, and points of interest for our Bvlgari Guests. 
• Possess strong knowledge in regards Concierge Recommendation List for restaurants, shopping malls, tours, and activities in Tokyo, and assists guests making bookings. Seek for Chief Concierge for special assistance. 

Relationship with Housekeeping: 

• Liaises with HSK Department for daily service and turn down timings, refreshes the Suite when needed & inspects turn down to ensure the suites are maintained & serviced as per guest preferences and Bvlgari standards. 
• Coordinates laundry/pressing collection/delivery and provide a full shoeshine service. 
• Coordinates with HSK/Minibar attendant to make sure full stock is always provided to the guest and billing is updated accordingly to guest consumptions. 
• Suite Butler is responsible of coordinating the linen counting, keeping written track of the inventory, and organizing pickup and drop off to and from laundry. 

Relationship with Food and Beverage: 

• Keeps concerned departments informed about the guest’s food dietary preferences and restrictions.  
• Maintains full control of the Suite Mini-Bar replenishment to provide any beverage service. 
• Collects guests order for breakfast and communicate with F&B Team in case of any special request. 
• Follows up on every F&B request minimum 30 minutes before due time. 
• Coordinates and ensures set-ups, food services and clearance. 
• Coordinate with culinary team for special breakfast / meal preparation. 
• Makes sure daily amenities are delivered to Suite. 

Relationship with Engineering: 

• Suite Butler is fully aware of operating procedures for all electrical and electronic equipment in the guest room. 

CRITICAL COMPETENCIES 

Analytical Skills  

• Problem skills   
• Decision making   
• Computer skills   
• Learning   

Interpersonal Skills  

• Teamwork 
• Professional Relations 
• Customer service oriented 
• Interpersonal skills 

Communications   

• Listening 
• Telephone etiquette   
• English Language proficiency 
• Communication 

Personal Attributes 

• Dependability   
• Integrity 
• Positive Demeanor   
• Presentation 
• Safety-Orientated   
• Adaptability/Flexibility 
• Stress Tolerance   
• Initiative 

Organization   

• Multitasking 
• Set Clear Priorities   
• Take Ownership