Butler

MAIN DUTIES :

• To act as a hotel ambassador, providing a personal service to all Club Millesime guests, fully aware and following the hotel standards and procedures.
• To provide uncompromising levels of cleanliness and abide to all health and safety regulations of Dubai municipality and other hotel requirements.
• To use appropriate materials, equipment and supplies for the smooth run of the butler service operations and to ask for requisitions accordingly.
• To use the proper telephone etiquette as per Sofitel standards.
• To remain in close contact with guests of the Club Millesime lounge, by interacting with them whenever possible. To be friendly, attentive and stay professional at all times.
• To respect the privacy of the guests and the confidentiality of the information
• To assist and to coordinate the daily activity with the Club Millesime Lounge team & Butler Supervisor and to replace him/her whenever needed.
• To personally greet and escort the guests rather than pointing out directions.
• To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
• To call the Butler Supervisor, Club Millesime Assistant Manager, DOR or the RM for advice in serious cases or if an approval is required.
• To report all guest comments or complaints.
• To be fully aware of VIPs in house, to recognize them and keep a good trace of them.
• To check details of all Club Millesime reservations 24 hours prior to arrival and to follow every content, as per assigned section.
• To prepare the pre-assigned room as per guest preferences, “Your butler is waiting for you” form details and operational standards.

• To provide a warm welcome of the guests in the room, offering a glass of Champagne or alternative non-alcoholic beverages along with a welcome chilled towel.
• To assist the GSO at the in-room check-in of the Club Millesime guest by handling passport, credit card or other documents.
• To meet the guest’s needs upon arrival, offering assistance in unpacking luggage, proposing pressing service, shoe shine service, or preparing a bath upon request.
• To present the guest the amenities and facilities in the room (rooming) and on the Club Millesime floors.
• To take a genuine care of all guests throughout their stay, in particular of those staying in the assigned section.
• To withdraw and deliver laundry and housekeeping requests.
• To ensure a perfect and personalized up keep of the room.
• To provide assistance with Internet connection.
• To perform concierge tasks, such as restaurant bookings; to take orders for meals served in the privacy of the room.
• To perform food and beverage handling duties as per the Club Millesime concept and timings.
• To recognize the Club Millesime guests and to anticipate their needs whenever possible. To follow up any guest requests, coordinating with the lounge, internal call center and other departments, until satisfaction.
• To prepare the guest’s departure (express check-out, packing needs) and to ensure that transportation and other travel requirements are professionally handled.
• To check the room after the guest’s departure and to follow the “Lost & Found” procedure.
• To review on daily basis the butlers’ logbook and keep it updated.
• To daily update the guest profiles with “likes” and “dislikes”.
• To attend a daily line up briefing conducted by the Butler Supervisor. To provide a proper handover between the shifts.
• To share daily activity highlights with the Butler Supervisor, including internal and external guest opportunities.

• To provide a good communication and pro-active collaboration with all the departments his/her team interacts with.

Financial and Revenue Responsibilities

• To provide every guest the proper information through PMS during check in an check put process
• To be able to follow the appropriate SOP and training had during his/her duties to be in line with the financial requirements.

Training and Human Resources

• To provide uncompromising levels of cleanliness and abide to all health and safety regulations of Dubai municipality and other hotel requirements.
• To attend trainings and meetings as and when required.
• To read and understand the hotel’s Employee Handbook and to adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety
• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.
• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Guest Service Responsibilities

• To provide a personal service to all Club Millesime guests, fully aware and following the hotel standards and procedures.
• To remain in close contact with guests of the Club Millesime lounge, by interacting with them whenever possible. To be friendly, attentive and stay professional at all times.
• To personally greet and escort the guests rather than pointing out directions.
• To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
• To be fully aware of VIPs in house, to recognize them and keep a good trace of them.
• To update details of all Club Millesime reservations 24 hours prior to arrival and to follow every content.
• To provide a warm welcome of the guests in the Lounge at any time.
• To perform food and beverage handling duties as per the Club Millesime Lounge concept and timings (to set up and serve breakfast, lunch, afternoon tea, pre and post dinner cocktails, drinks during the day, any other requests).
• To perform secretarial (copy, fax, internet, telephone, scan, typing, etc.), receptionist (check in, guest files, check out, cashiering, etc.) and concierge (flights, excursions, city info, etc.) duties, with good knowledge and use of technical equipment, hotel management system, internet, and other communication tools, respecting all the operation, financial and audit procedures.
• To recognize the Club Millesime guests and to anticipate their needs whenever possible. To follow up any guest requests, coordinating with the butler service, internal call center and other departments, until satisfaction.

Miscellaneous

• To report for duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
• To provide friendly, courteous and professional service at all times.
• To maintain good working relationships with colleagues and all other departments.
• To comply with local legislation as required.
• To respond to any changes in the department as dictated by the needs of the hotel.
• To be flexible and extend job duties to carry 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.
• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
• Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.

Confidentiality

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policy
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. 

To be fully conversant with:

• Hotel fire procedures
• Hotel security procedures
• Hotel Health and Safety policy and procedures
• Hotel Facilities and attractions
• Hotel standards of operation and departmental procedures
• Sofitel Keys of Luxury and Appearance guidelines
• Sofitel “BE Magnifique” vision and its corresponding strategies
• Methods of accepted payment of the company
• Short and long term company marketing promotions