Guest Experience Butler

Join the team responsible for crafting a fresh landmark that emphasizes cultural appreciation among colleagues and the pursuit of greatness. At Raffles Boston, we recognize the immense worth of our distinct cultural heritage, and we are dedicated to ensuring that it is comprehended and embraced by each team member. This commitment begins the instant a prospective colleague connects with us and extends throughout their entire journey with the hotel.

This key role encompasses a spectrum of responsibilities from arrival, in-house, and departure arrangements. Reporting to the Butler Manager and Front Office manager on duty, the role ensures that the highest level of hospitality and brand standards are delivered through seamless coordination and administrative duties.

The Guest Experience Butler will act as the epicenter of the department, orchestrating front-of-the-house butler and front office services for a seamless guest experience. Mainly in charge of guest experience, personalizing interactions in person with the aim to guide guests throughout their stay.

An ambassador of the hotel, he or she will take the lead in ensuring the guest experience during the guest stay journey is well harmonized. A well-rounded and skillful individual, he or she possesses general understanding in front office, housekeeping and food & beverage, concierge and other touch points.

Duites and Functions:

• Consistently exemplifies professional, engaging and friendly service, ensuring the Raffles brand positioning, personality, service culture and values are always personalized.   
• Adhere to global brand Standard Operating Procedure (SOP) and implement Raffles Boston Local Standard Operating Policies and Procedure (LSOP) and Sequence of Service. 
• Responsible for exemplifying the training and compliance to brand, local standards and other third-party audits. 
• Instrumental in the overall guest journey from pre-arrival to post-departure. Handles and customizes pre-arrival, during stay and post-departure communications with both guests and residents.
• Be a driving force behind guest-centric projects aimed at elevating the guest recognition and experience and finding creative service innovations and solutions.  
• Handling Pre-arrival Communication
  • Handle Pre-Arrival Communication (7 days) out and consistently monitor new reservations.
  • Focused attention to the Pre-Arrival sequence and Guest Preference Forms. Ability to respond in a timely manner and transpose pertinent information from e-mail and In-Touch to Opera and Alice.
  • Ability to clearly enter Reservation Notes, Alerts, Traces in Opera.
  • Assist the Butler Managers in organizing celebrations of residents’ special occasions, ensuring all proper traces are set and departments know prior to arrival.
  • Intuitively anticipate, through observation and interactions, residents’ and guests’ needs and wants and orchestrates unique Raffles experiences. 
  • Monitor Butler Inbox and respond within four (04) hours upon receipt of email.
• Prepare Welcome Card and Amenities
  • Handle ordering of amenities by entering requests in Alice 48 prior to arrival (2 days in advance); handle Amenity Cost Tracker by overseeing requests made on a day-to-day basis.
  • Handle writing Welcome Cards based on market segmentation
    • Transient (Z3) – handwritten cards
    • Transient Returning (Z4) – handwritten cards
    • VIPs (based on loyalty or grid) – handwritten cards
    • VIP Group – handwritten cards
    • Groups – generic printed
    • Corporate – no welcome card
• Manage Inventory and Procurement
  • Handle all special purchase (from Guest Preference Form eg. gifts, special requests, flowers, etc.) as well as will liaise with sales/purchasing for entertainment riders; will handle monthly inventory of both butler and front office supplies which is currently not being done (will ensure we do not run out of supplies; will also monitor inventory of received courier or packages for guests.
  • Organize periodic inventory management for butler and front office supplies (eg. room keys, welcome cards, toner, shopping bags, etc).
  • Tasks include organization of office, ordering supplies, promptly answers any resident and guest calls, emails or texts through appropriate software and communicates with respective departments.
• In Stay Services  
  • Maintains an updated log of guest requests and communication during the shift; ensures proper dispatch and handover the Raffles Butlers.
  • Monitor tickets in Alice and ensure tasks are completed within eight (08) minutes.
  • Ensures escalated guest feedback and proper recording of complaints and preferences prior to arrival and creates plans for recovery once they come back on property.  
  • Assist in the execution the annual upsell strategy and achieves all goals as set by management and promotes inter-hotel sales and in-house restaurants and facilities. 
  • Cooperates closely with the food and beverage and housekeeping management to ensure a seamless dining and personalized experience.  
  • Shipping & Courier Service – handle shipping and courier services including dropping off transactions via Chargeback.
  • Handle Outside Requests – personal shopper (special requests we receive often such as buying medicine/toiletries, swimming garments, suitcases, etc.); purchase newspaper.
  • Instrumental in the overall guest journey from pre-arrival to post-departure. Handle the pre-arrival, during stay and post-departure communications with residents.
  • Engages and customizes check-in procedures, suite set-up, suite orientation, offers welcome drink, itinerary and dining recommendations and bookings, through observation and interactions anticipate and be intuitive of residents’ needs and wants.
  • Orchestrates celebrations of residents’ special occasions, assists with in-suite experiences, resolves residents’ opportunities that arise, serves daily amenities and offers assistance for departure arrangements and provides fond farewell.
  • Deliver bespoke experiences that are trend setting and work with external partners to deliver experiences that are superlative.
  • Tasks include unpacking, packing, laundry, shoeshine, in-room guest delivery, and in-room dining service, promptly answers any resident calls, texts and emails and communicates with respective departments.
  • Intuitively anticipate, through observation and interactions, residents’ needs and wants and orchestrates unique Raffles experiences. 
  • Consistently engages with guests upon arrival, during their stay and at departure.  
  • Takes responsibility and ownership in creating personal connections through emotional luxury between butlers and residents.
  • Acts as a link for guests with all other areas of the hotel and keeps a good relationship with all departments in the hotel. 
  • Ensures escalated guest feedback and proper recording of complaints and preferences. 
  • Executes and delivers the annual upsell strategy and achieves all goals as set by management and promotes inter-hotel sales and in-house restaurants and facilities.
  • Cooperates closely with the in-room dining and housekeeping management to ensure a seamless dining and cleaning experience. 
  • Addresses any security incidents and escalated guest complaints to the Head Butler and reacts proactively when suitable and appropriate.
  • Be a driving force behind guest-centric projects aimed at elevating the guest recognition and experience and finding creative service innovations and solutions. 
  • Attends the training, role plays and developmental sessions.
  • Perform other duties as requested by management.

Education & Experience

• Previous experience in front office, concierge, guest experience is preferred.
• Strong organizational skills and the ability to maintain performance under high pressure.
• Excellent communication skills, both written and verbal, including record-keeping and endorsement.
• Possess strong interpersonal skill and deep understanding and acceptance of multi-cultural customs.
• Creative and service oriented with keen eye for detail.
• Results driven, with the ability to demonstrate initiative and work under minimal supervision.
• Working knowledge of relevant software (Property Manager System, MS Office Suite) - Prior knowledge of specifically Opera, Alice (or other itinerary building software – ie SpaSoft etc.), and HotSoS is preferred.

Physical Requirements

• Long hours sometimes required
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

• Hourly Rate: $25.20 during 90 day probationary period and then $28.00 upon successful completion of probationary period.
• Employee benefit card offering discounted rates in Accor worldwide for you and your family. 
• Excellent Company benefits including medical, dental, vision and life insurance. 
• Personalized development opportunities across Accor's extensive brand portfolio.  
• Ability to make a difference through our Corporate Social Responsibility activities