Head Butler

Head Butler is in charge of the management of the Butler team and carries out managerial duties and any other duties as and when assigned by the management and is responsible of achieving targets.

KEY ROLES & RESPONSIBILITIES

• To have thorough knowledge of all SOP’s for Butler Service department
• To have thorough knowledge of local rules and regulations
• Extensive knowledge of Opera PMS and knowledge online platform used for daily task functions and task delegation
• To be fully aware of Rixos Brand Standards and Values, have thorough knowledge on LQA, Forbes and similar quality-oriented standards
• To enforce Butler’s standards and procedures
• Foster Ennismore Values; Excellence, Respect, Integrity  Caring
• Internalize Rixos Brand personality; Charming, Graceful, Thoughtful, Welcoming
• Go extra mile to make sure every guest needs are not just met, but exceeded.
• Assist and support team members and other departments in order to ensure a smooth operation
• Create relationship with employees that is based on open and sincere communication which leads to building long lasting trustful relationships
• Never fail the Top 5 Service Excellence
• Look at me
• Smile at me
• Talk to me
• Listen to me
• Thank me

• Manages and supervises tasks of the department to ensure guests receive prompt, cordial attention and personal recognition
• Ensures guests receive the experience as detailed in SOPs, quality standards and aims to achieve the scores and goals set by management
• Implements departmental strategies and action plans in accordance with the hotel’s strategic and sales plans
• Accountable to drive and create action plans of Butlers’ performance in audits and KPIs
• Conducts comprehensive monthly departmental meetings to include a review of procedures and events
• Plans operational procedures and organizes recruitment
• Plans the budget and the yearly revenue target
• Conducts statistical, performance and forecast reports
• Practices up-selling of the hotel products and facilities.
• Proactively handles any arising guest issues, coordinates and manages communication between guests and staff and follows up to ensure complete service recovery
• Directs work assignments of all staff under direct supervision and coordinates other operating departments of matters related to Butler operations.
• Schedules weekly department shift according to occupancy, VIPs, training plans. Organizes leaves of absence and follow up on forms.
• Works on improvements on the quality of product and services
• Provides regular feedback for all staff under direct supervision and ensures they receive recognition based on performance evaluations.
• Analyses guest feedback and provide strategic direction to continuously improve overall rating
• Lead and guide Butler team to provide best service to all team members
• Ensure strong leadership practices to actualize an individualized approach to motivation and recognition processes
• Transfer of knowledge and responsibility to other team members to improve the team experience,and create a shadow cabinet.
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• Good Housekeeping and Guest Relations knowledge
• Minimum 5 years experience as a Head Butler in a luxury hotel environment

•   Degree in Hotel Management is an asset
• Strong interpersonal skills to coach & mentor and inspire the team to perform at their best