Operational Related
• Conduct daily briefing to ensure important information and updates are shared among team members
• Manage guest requests and ensures tasks are properly carried out
• Resolve issues pertaining to guest’s negative feedback and manages the complaint efficiently to maximize guest satisfaction and communicate to Manager and Service Management for any necessary follow up
• Monitor daily butler operations ensuring that tasks are carried out and guest requests are attended without fail
• Solicit feedback directly from guests; record feedback and use established documentation and circulation procedure to share the information
• Handle meet and greet of VIPs
• Audit Butlers’ Suite Orientation and Turndown services to ensure established standards are met
• Work closely with other relevant departments such as Front Office Groups, Guest Relations, Paiza Services, Housekeeping, Facilities and In-Room Dining to prepare for future VIP arrivals
• Manage the operations of the Butler Command Centre
• Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department
Departmental Related
• Communicate to Team Members departmental updates, issues and guest-related matters
• Establish assess, conducts and maintains appropriate performance appraisals (in relevant areas) as according to agreed standards and take necessary action to communicate/advise/assist according to performance levels
• Responsible for motivating, disciplining and counseling of Team Members appropriately and in ensuring their job skills are constantly being improved and developed
• Supervise, train, schedule, mentor and evaluate Team Members
• Recommend appointments, promotions and development of all Team Members
• Respond to guest comments, requests and complaints in a timely and professional manner; take personal responsibility to resolve issues where necessary.
• Be conversant with all areas of the Butler Services Department including FIT, Group and Casino reservations; can be assigned to certain specialist areas to manage at any one time
• Be conversant with all facets of the operation including fire safety and emergency related procedures
• Disseminate and clarify understanding of all new promotional packages, rate plans and product information associated with these programs.
• Maintain close liaison with all other Departments so as to have a good understanding of other Departments’ operational flow, thus ensuring seamless guest services throughout the hotel.
• Works and maintains close liaison with all the respective Section Heads within Front Office Department, ensuring smooth operational flow within the department as in accordance to company standards.
• Attend scheduled departmental meetings as required.
• Contribute ideas to improving the operations of the department. Update the Managers on any operational issues for the betterment of the department.
• Attend training sessions as and when scheduled
• Be familiar with the local community and famous events in town.
• Appropriate recommendations can be made to guests to enhance their stay in MBS and Singapore.
• Report and document special incidents that command management’s attention; incidents may include vandalism, fight, fire, abuse, accidents, etc.
• Be aware of OSHA (Occupational Safety and Health Act), practices and reinforces safety guidelines.
• Participates in Team Members’ performance evaluation and makes fair recommendations on confirmation or promotion.
• Perform any other duties and responsibilities as and when assigned by the Manager.