Butler

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.

Job Description:

Butler

SUMMARY OF POSITION

Multilingual speaking is essential (Chinese Speaker)

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

Butlers 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. Fully responsible for maintaining the cleanliness of the Butler Pantry. Ensures that all Butler areas are     correctly stocked & operationally prepared at all times according to set standards.

2. Process the Check In Procedure in the Villa.

3. Maintains seamless interaction with guests in order to facilitate guest recognition, obtain preferences, anticipate guest needs and proactively action all their requests & requirements. Also, ensures the privacy and security of all the suite guests.

4. Maintains a full & comprehensive knowledge of the products and services available in the hotel, other ACCOR properties and the local area.

5. Carries out guest registration, cashiering and other administrative tasks as per the standard.

6. Inspects and Sets Up the arrival and occupied Villas as per the guest preferences in accordance with the set standards.

7. Maintains full control over the Private Bar Inventory including Replenishment, and Control on par stock as per the standard.

8. Abides by all hotel and company policies and procedures including Health & Safety policies, Butler’s    Grooming standards, punctuality/ attendance procedures and Quality standards.

9. Perform any duties and special projects as requested by management whether in your own department or any other department in the resort.

10. Attends daily briefing & training sessions

11. Updates all guest registration details as per Profile Quality standards and properly files all dockets

12. Solely responsible for attending to all guest requests & feedback on his/her designated floor

13. Provide traditional Butler Service.

14. Coordinates and liaises with all concerned departments in order to ensure smooth operations

15. Reports requests and work orders to appropriate departments.

16. Handles electrical equipment and provides Food & Beverage service

17. Prepares a comprehensive Itinerary for guests for the duration of their stay as per the specifications and preferences of the respective guests

18. Promotes Le Club loyalty program to all guests

19. Communicates and constantly provides feedback with the Team Leader – Butler Services

20. Able to assist guests in snorkelling trips. Provide Marine life information to the guest if needed

21. Any other duties as may reasonably be requested by the management whether in your own department or any other department in the resort

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 practice safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimize 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
• Accor Grooming of Luxury and Appearance guidelines
• Accor values and its corresponding strategies
• Methods of accepted payment of the company
• Short and long term company marketing promotions

Qualifications:

• Higher Secondary School/Diploma or Certificate in Hospitality Management

• Minimum 1 year previous experience as a Guest Service Executive or Butler 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

 Physical Aspects of Position: 

Physical aspects of the position include but are not limited to the following:         

• Constant standing and walking throughout shift
• Frequent lifting and carrying up to minimum 30 lbs.
• Occasional kneeling, pushing, pulling, lifting
• Occasional ascending or descending ladders, stairs and ramps

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.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
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