Assistant Butler Manager

Raffles is a brand among the Accor group. In most of its locations, Raffles has a long history of making the most of major landmarks, embedded in the local heritage of each country. Raffles Hotels create a well-balanced bridge between local communities, heritage, and the environment. Through the Raffles brands, the historical buildings enjoy a new life thanks to renovations that helped create refreshed luxurious accommodations that benefit from a better sustainable performance thanks to their new eco-design. These sensitive, high-quality, and sustainable repairs and enhancements are provided by the brand in areas of high historic significance.

Assistant Butler Manager

SUMMARY OF POSITION

To be the main point of guest contact and provide all Villas guests with the ultimate guest experience by exceeding all guest expectations & creating a feeling of “home away from home”.

SCOPE

A Assistant Butler Manager will be required to work a variety of shift timings & should be flexible in their working hours. Duties may need to undertake outdoors as and when required.

Financial Accountability:

• Completes cashiering transactions in accordance with the hotel’s credit policies

• Responsible for up selling of facilities and services

Summary of Responsibilities:

Responsibilities and essential job functions include but are not limited to the following:   

1. This position reports to the Room Division Manager.
2. All the tasks must be carried out under the guidance of Room Division Manager.
3. To report for duty as per roster, clean and tidy, wearing the correct attire and ensure that the attendance record is signed both at the beginning and the end of the shift.
4. Perform duties on time in accordance with resort policy.
5. Perform daily briefings with the Butlers.
6. To assist the Room Division Manager in delivering the highest standards of service and ensure guest satisfaction are exceeded while taking care of assigned guest.
7. Be a role model and motivate the team to achieve and exceed the departmental goals for all aspects (Guest registration, Email capture, Trip advisor).
8. Assist Room Division Manager in driving the front office team to achieve the KPI objectives.
9. Determine work schedules and keep time attendance records of front office colleagues.
10. Ensure attendance sheet is updated by the end of each month and handover to RDM for pay role with in time frame.
11. Responsible for supervising the Front office team with daily operations such as checking in and check out guests, as well as escorting guests to their room when required.
12. Be an expert giving advice / directions to subordinates when required, such as malfunction of PMS system, cashier jobs, payment discrepancies, room difficulties, etc.
13. Ensure that all financial and credit procedures are followed.  Follow up on credit problems with Butlers.
14. Review all paid-outs, rebates, Petty Cash disbursements and Direct Billings.
15. Monitor departure letters which are sent to a guest's room the night prior to their departure Ensure all details are correct and that the letters are sent on time daily
16. Ensure all room moves are organized, completed on time and the guest has settled comfortably in their new room.
17. Responsible to ensure that the Butlers maintain guest history and preferences for the future references to anticipate the guest needs.
18. Maintain a high level of team spirit by developing excellent relationships with the team and colleagues from other departments, and support them in the pursuit of departmental and resort goals.

1. Brief and keep the team & all departments updated on the basis of daily operations and other relevant information.
2. Oversee the smooth delivery of services by liaising with the Butlers and GRO’s.
3. Ensure the highest standards of personal appearance and hygiene are maintained, with a clean and pressed uniform as described in colleague handbook.
4. To act as a mentor for the Butlers by supervising, guiding and motivating them.
5. Oversee the operation of GRO’s and guide them to achieve maximum standard of service delivery.
6. Monitor Front office stationary stocks, and prepare requisitions and have the items replenished by Butlers.
7. Perform training needs analysis for Butlers & GRO’s and conduct training.
8. Perform Villa inspection prior to the guest arrival to ensure proper set up is done and the documents are available.
9. Ensure Guest itineraries are checked on daily basis before it go to the guest room.
10. Monitor the department incentives / individual incentives on monthly basis and ensure the relevant documents along with reports are send to Finance and Room Division Manager.
11. Plan, manage and assist in the training of new hosts within the department and coordinate with other departments.
12. Handles any guest’s complaint in a professional manner, as per Resort Policy & Procedures.
13. Finalize arrival and departure memo on daily basis ensuring all the necessary details are correct and daily report is spotless.
14. Allocate Butler allocation for seven days in advance based on the requirement.
15. Meet all arrival and departures in the absence of Room Division Manager and coordinate with the relevant Butlers and Airport Butlers.
16. Conduct team meetings under the direct supervision of your Manager and send feedback to the Room Division Manager and follow up regularly.
17. Prepare training reports on time and handover to Room Division Manager in a timely manner.
18. Co-ordinate with all Department Heads regarding guest requirements that may fall within the Butlers. Ensure that the Front Office department gets the maximum support from all other departments.
19. Perform other duties as assigned by the Room Division Manager.
20. From time to time the company may require this position to perform other duties not listed in this job description or not within the job scope of work but which is required to ensure the continuous operation of the company.

Qualifications:

• Higher Secondary School/Diploma or Certificate in Hospitality Management
• Minimum 1 year previous experience as a Guest Service Assistant Manager or Butler Assistant Manager in a 5-star hotel (essential)
• Previous experience working in remote island highly preferred
• Strong interpersonal and communication skills.
• Strong customer service orientation.
• Previous role in multicultural environment
• Experienced in Fire & Life safety systems
• Experience in using Property Management System (preferably Opera)
• Good command of English (spoken & written)
• Multi-lingual an advantage: e.g. Dhivehi, Arabic, Russian, French, German, Japanese

Competencies

• Good interpersonal skills with ability to communicate with all levels of colleagues.
• Service oriented with an eye for details.
• Multicultural awareness and able to work and thrive within a culturally diverse environment.
• Good presentation and influencing skills.
• Flexible and able to embrace and respond to change effectively.
• Ability to work independently and has good initiative under dynamic environment.
• Self-motivated and energetic.
• Leads to constantly improve the guest and colleague service experience.
• Leadership skills required – collaborative, enabling, and entrepreneurial.
• Demonstrates sophistication, humbleness, personality, charisma, confidence, professional etiquette and competencies.

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