Head Butler

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Scope and Objectives 

The Head Butler plans and manages the overall operation of the Butlers with the aim to create a passionate and committed team that deliver superlative resident journeys. The position is responsible for the Leadership, Vision and Strategies of the department to achieve hotel’s desired performance. The Head Butler must be skillful and experience in Butler and Front Office tasks, intuitive, meticulous, organized and constantly look into improving work process and stays updated in hospitality trends that will continuously exceed the expectations of the residents.

Key Roles & Responsibilities

• Has full awareness, manages and supervises all tasks of his/her staff.
• Prioritizes and organizes work assignments and delegates work effectively to supervisory and non-supervisory personnel.
• Ensure Butlers deliver the Raffles touch by providing pro-active personalized service.
• Ensure guests are taken care of exclusively, paying particular attention to their needs and requests.
• Monitors performances of Butler and provides timely feedback for improvements, praises when due and conducts appraisal.
• Ownership of individual’s growth and identifies short to long-terms goals to achievement and ensures high colleague engagement and welfare.
• Identifies training needs of team members, schedules consistent trainings in multi-aspects that builds confidence.
• Leads, motivates, trains and develops the team that enables them to operate with room for innovation, efficiency and effectiveness.
• Strong communication with other operating departments of matters related to Butler operations.
• Cooperates closely with In-Suite Dining and Housekeeping to ensure a seamless In Room Dining and cleaning experience.
• Recruits, inducts and trains a Butler team that is competent and confident to exceed guest expectations at all times through the highest level of emotional and anticipatory engagement.
• Takes charge and resolves any guest complaints reported by the Butler team and escalates to Head Butler. Ensures communication flow to the respective teams in a timely manner. Reacts proactively applying a composed and measured approach.
• Responsible for maintaining inventory levels, maintenance and general upkeep of equipment and operating supplies.
• Responsible for target setting and action plans of the Department’s CAPEX, Budget, Forecast P&L, Upselling contributory revenue.
• Accountable to drive and create action plans of Butlers’ performance in guest satisfaction index, audits and KPIs.
• 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.
• 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.
• Ensures service standards and individual performance are aligned with Accor Hotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Follows Hotel Evacuation Policy in case of an Emergency.

Personal Attributes Required for The Role

• Possesses strong interpersonal skills and ability to communicate in second language (preferably Arabic).
• Ascertains and addresses guest/colleague needs.
• Focuses on service with an eye for detail and an approachable attitude.
• Works well under pressure, analyses and resolves problems, exercises good judgment and with a high degree of professionalism.
• Prioritizes and organizes work assignments and delegates work effectively.
• Self-motivates and shows good initiative in a dynamic environment.
• Ensures security and confidentiality of guest and hotel information.
• Possesses good computer and property management system skills.
• High level of integrity, enthusiasm, dedication and support for continuous improvement.
• Must be a self-starter, coach & mentor who can inspire the team to perform their best.
• Flexible management style to meet challenge of a changing work environment.
• Embraces and responds to change effectively.
• Obtains strong local market knowledge.
• Understands international luxury travelers and their needs.
• International level of quality and non-hotel experience a plus.

Strong understanding of cultural nuisances in dealing with local and Middle Eastern guests