Butler

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•    Has full awareness, manages, and supervises all tasks of his/her staff. 

•    Directs work assignments of non-supervisory personnel. 

•    Informs other operating departments of matters related to Butler operations. 

•    Ensures all communication is carried clearly amongst the team. 

•    Receives, records, and distributes various reports via the Opera system. 

•    Receives, records, and always transmits guest requests and preferences accurately to the team. 

•    Maintains and update administrative data’s. 

•    Maintains key control and track sheet. 

•    Ensures that the pre-arrival preparation is under control and report them to Assist. Head Butler / Head Butler. 

•    Ensures smooth handover of daily activities to next shift. 

•    Appraise appearance, discipline, and efficiency of all staff under direct supervision. 

•    Maintains working area and equipment in a proper state of cleanliness and repair. 

•    Takes responsibility and ownership in creating personal connections through emotional luxury between Butlers and guests. 

•    Handle guest complaints: delegates immediately and reports to Head Butler / Assistant Head Butler. 

•    Meticulously follow consumptions of guest supplies. 

•    Designates department trainer, proactively identifies training needs and schedules consistent trainings in multi-aspect that builds Butlers’ confidence. 

•    Monitors performances and provides timely feedback for improvements. 

•    Intuitively anticipates through observation and interactions guests’ needs and wants and orchestrates special occasions and celebrations. 

•    Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests’ requests.  

•    Performs related duties and special projects assigned. 

•    Ensures repeat guests are met and greeted by Butlers daily and profiles are updated. 

•    Ensures long-staying, special attention, occasion celebrating guests are taken care of exclusively by Butlers, paying particular attention to their needs and requests. 

•    Fully understands the responsibility of providing the promised service to be given, even it means running a pantry for the needed period / crunch times. 

•    Fully understands that the Butler position and the whole department constantly renews and develops itself to make sure to keep up with the trends in hospitality industry. 

•    Has an awareness of all positions in the Butler service dept. including their job functions. 

•    Ensures service standards and individual performance are aligned with Accor Hotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect. 

•    Executes the annual upsell strategy and achieves all goals as set by management and cooperates with the Front Office team in promoting inter-hotel sales and in-house restaurants and facilities. 

•    Cooperates closely with In-Suite Dining and Housekeeping to ensure a seamless In Room Dining and cleaning experience. Acts as a link for guests with all other areas of the hotel. 

•    Addresses any security incidents and guest complaints to the Head Butler and reacts proactively when suitable and appropriate. 

•    Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Doha Local Standard Operation Procedure (LSOP) as well as Forbes 5 star / Leading Quality Assurance (LQA) standards, and aims to achieve the scores and goals set by management. 

•    Performs any duties and special projects as requested by management whether in your own department or any other department in the hotel. 

•    Follows Hotel Evacuation Policy in case of an Emergency. 

• Previous customer related experience an asset
• Must possess outstanding guest services skills and sophisticated verbal and communication skills
• Computer literate in Microsoft Window applications an asset
• Strong interpersonal and problem solving abilities
Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Your team and working environment:

• Sofitel Shahd Al-Madinah boasts a landmark location in the center of Madinah, a short walk from the northern entrance of the Al-Masjid an-Nabawi. The property features 469 keys, including the most luxurious suite in Madinah, two- and three-bedroom suites, three dining outlets, an executive lounge, two meeting rooms and a fitness center with a gym, stand out as a beacon of modern luxury and French savoir-faire, blending the brand’s unique sense of joie de vivre with the very best of the local.