Job Description

• Answer the telephone as per Raffles brand standards and telephone etiquette guidelines.
• Monitors Message Box task completion that are assigned to the butler team.
• Execute all mise-en-place duties and responsibilities as directed, on time, according to the predetermined standards.
• Set up and prepare private dining condiments, utensils and trays in accordance with the departmental standards.
• Adhere to the gust recognition program by being familiar with the names of the in-house guests and by greeting the guests by name.
• Present food and beverages in a manner which ensures that departmental standards are maintained, and guest satisfaction is maximized.
• Enquire about the satisfaction with food and beverages, and about the service provided by communicating directly with guests.
• Have thorough knowledge of the menu, drinks list and wine list and to be able to respond to guest inquiries and to up-sell appropriate food and beverage items.
• Ensure that guests expectations are met or exceeded by providing an efficient, friendly and attentive service.
• Knows all arrival lists in advance and guest profile, including companions ‘preferences as submitted by the butlers.
• Curates experiences to include all possible hotel and city activities, bespoke services, and rituals during the guest’s stay that are personalized as per record of preferences;
• Follows-up on butlers on guest activities to ensure service was/is being delivered well.
• Track and monitor services to be performed by other operational departments are met and that butlers follow-through with scheduled requests (turndown, maintenance, F&B) are met.

Qualifications

• A passionate positive personality with excellent eye for detail who can work under pressure with minimal supervision.
• Good organizational skills, problem solving skills and engagement with guests to anticipate their needs.
• Commitment to meet and exceed all performance standards.
• Constantly look to develop own professional skills and abilities.
• Adherence to Standard operating procedures
• Ability to work a multi-cultural workforce.
• High level of integrity, promptness, creativity, enthusiasm, dedication, time management, Team work, flexibility and support for continuous improvement
• Good knowledge of the entire Housekeeping Operations
• Knowledge of Opera Property Management System preferred.
• Curiosity, listening skills
• Strong ability and knowledge of Microsoft Office Suite (Excel, PowerPoint, etc.).