Senior Butler

Nestled in the beautiful Jimbaran Bay, in Jimbaran Hijau development area, Raffles Bali is a haven of refined seclusion, perched on a hill that offers stunning views of the ocean and its secluded beach. With only 32 ocean-view villas, each featuring its own outdoor terrace and private pool, Raffles Bali stands as one of the finest resorts in Bali, showcasing mesmerizing sunsets, lush tropical gardens, and exquisite dining experiences. Guests can indulge in our signature Bali Sling at the iconic Writers Bar, enjoy a romantic dinner in The Secret Cave and Purnama Honeymoon Bale, or rejuvenate at The Sanctuary, a hillside treatment suite, or at Raffles Spa. Our Raffles Wellbeing Butlers can arrange a variety of bespoke treatments, cultural immersions, and personalized activities, to provide the ultimate experience on the Island of the Gods.

Primary Responsibilities  

General Duties 

• Support Front Office Manager to manage and organizes Front Office team whose mission is to ensure service and product quality standards are met and that optimum service is provided to all guests according to Hotel’s and Company’s objectives.   This is accomplished within the scope of a budget and in conformity with well- defined management norms.
• To be the champion of membership program for the resort and sharing through training to other colleagues on information related to membership program 
• Responsible for planning, directing, controlling, co-coordinating and participating in the activities of all personnel engaged in guest-related activities in Front Office. 
• Responsible for the operation of the Front Office department, overall condition and maintenance of the property, repair and up keeping of the furniture, fixtures and equipment's, installations, systems and buildings of the Hotel. Both in term of assets and respect of equipment’s.
• Monitor Front Office personnel in particular Butler team to ensure guests receive prompt, cordial attention and personal recognition at all-time especially for special attention guest and VIP 
• Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue by setting up target and drive the team to achieve up-sell program for villa and in house activities
• Promote internal hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with Resort’s Sales and Marketing Program
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• To know and implement system recovery procedures when needed, interpret reports and share the necessary information to relevant department for improvements
• Monitor and control the VIP amenities, making sure that they are fresh and in high quality
• Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
• Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information
• Maintain all procedures and adheres to them within the  guidelines; in particular with emphasis on hotel credit policy.
• In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, Tsunami, etc
• Works with Housekeeping and Finance in the preparation and monitoring of the Rooms’ and FO budget and forecast.  

Management Responsibilities 

• Prepares efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
• Works with Front Office Manager on manpower planning and management needs 
• Responsible for ensuring implementation of the hotel vision in the Front Office department and implementation of the regular business action plans.
• Ensure that all policies, procedures and rules set by the management are adhered to by the staff in the Front Office department
• Maintain inter-departmental relationships to ensure seamless customer service
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental colleagues 

Preventive Maintenance 

• Support Engineering and Housekeeping Department for preventive maintenance program to make sure that they are on progress and to reschedule the blocking if necessary
• Directly responsible for the maintenance of the assets in Front Office including Buggy and Hotel Vehicle regular maintenance 

Hotel safety and security 

• Responsible for the hotel safety and fire standards, ensure regular check, and that safety standards and emergency procedures
• Ensure that all fire equipment in Front Office are in proper working condition (detection equipment's and fire-fighting equipment)
• Ensure regular fire drills are running in co-operation with the security department. To ensure guest communication are in place to avoid complain
• On call 24/7 availability given the nature of the Position and Safety and Security importance towards colleagues, guests and asset 

Knowledge and Experience 

• Diploma or Bachelor Degree in Hospitality

• Minimum of 3 years relevant experience in Front Office  

• Butler knowledge is a must 

• Knowledge of local regulations related to Hotel Operation is a must 

• Graduated from Butler Academy will be advantage

Competencies 

• In-depth knowledge of hotel property management system, system monitoring of guest request and other related system in the resort operation 

• Good communication and organizational skills, ability to analyze and solve problems, capable of functioning well under stress and during emergencies, strong interpersonal and negotiation skills 

• Proven ability to organize and manage multiple jobs simultaneously. 

• Demonstrated ability to manage and lead employees, experience with Talent and Cultures processes as they relate to direct reports (e.g., performance management, development, coaching, feedback, etc.)