Job Description
- Answer the telephone as per Raffles brand standards and telephone etiquette guidelines.
- Monitors Message Box task completion that are assigned to the butler team.
- Execute all mise-en-place duties and responsibilities as directed, on time, according to the predetermined standards.
- Set up and prepare private dining condiments, utensils and trays in accordance with the departmental standards.
- Adhere to the gust recognition program by being familiar with the names of the in-house guests and by greeting the guests by name.
- Present food and beverages in a manner which ensures that departmental standards are maintained, and guest satisfaction is maximized.
- Enquire about the satisfaction with food and beverages, and about the service provided by communicating directly with guests.
- Have thorough knowledge of the menu, drinks list and wine list and to be able to respond to guest inquiries and to up-sell appropriate food and beverage items.
- Ensure that guests expectations are met or exceeded by providing an efficient, friendly and attentive service.
- Knows all arrival lists in advance and guest profile, including companions ‘preferences as submitted by the butlers.
- Curates experiences to include all possible hotel and city activities, bespoke services, and rituals during the guest’s stay that are personalized as per record of preferences;
- Follows-up on butlers on guest activities to ensure service was/is being delivered well.
- Track and monitor services to be performed by other operational departments are met and that butlers follow-through with scheduled requests (turndown, maintenance, F&B) are met.
Qualifications
- A passionate positive personality with excellent eye for detail who can work under pressure with minimal supervision.
- Good organizational skills, problem solving skills and engagement with guests to anticipate their needs.
- Commitment to meet and exceed all performance standards.
- Constantly look to develop own professional skills and abilities.
- Adherence to Standard operating procedures
- Ability to work a multi-cultural workforce.
- High level of integrity, promptness, creativity, enthusiasm, dedication, time management, Team work, flexibility and support for continuous improvement
- Good knowledge of the entire Housekeeping Operations
- Knowledge of Opera Property Management System preferred.
- Curiosity, listening skills
- Strong ability and knowledge of Microsoft Office Suite (Excel, PowerPoint, etc.).