Butler

Company Description

A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world's most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.

• To ensure continual source of information, help and assistance to all guests.
• Build rapport with in-house guests and maintain interaction to facilitate guest recognition and obtain information regarding their preferences.
• Maintain and protect the privacy and security of in-house guests.
• Ensure all guests' arrival and departure procedures are completed as defined in the Butler Services SOP manual.
• Ensure smooth operations.
• Co-ordinate all operational departments to exceed guest expectations.
• Take full responsibility for all operating equipment and working tools.
• Upsell spa and dining experiences within the hotel.
• Handle guest feedback efficiently.
• Employ discipline as required utilizing consistency, fairness, and respect within the framework of established guidelines.
• Drive hotel buggies and pass the buggy driving test.
• Keep the immediate supervisor fully informed of all problems or unusual matters of significance.
• Have full comprehensive knowledge of the hotel, including all departments, services, and outlets.
• Ensure the butler pantries are maintained and operationally always prepared.
• Maintain open line of communication and coordinate with related departments to ensure guest requests and complaints are handled effectively and efficiently.
• Take corrective actions when required to improve safety of all work areas.
• Maintain clear and effective communication with other hotel departments to ensure guest requests are fulfilled.
• Identify and anticipate guests' needs and requirements.
• Adhere to all policies and procedures as stated in the Butler Services SOP manual.
• Report on duty punctually and in accordance with the department duty roster.
• Adhere at all times to the departmental grooming and uniform standards.
• Adhere to all hotel and company policies and procedures.
• Adhere to all hotel health and safety policies.
• Establish and maintain seamless interaction, cooperation, and communication with all guest services operations and hotel departments.
• Have full understanding and knowledge of all in-room services, amenities, and functions.
• Be fully proficient and knowledgeable with the hotel operating system (Opera).
• Ensure a full and complete shift handover.
• Conduct daily standard and quality checks.
• Make and recommend to senior management any suggestions and ideas that could enhance guest and staff satisfaction and quality of service.
• Perform other duties and responsibilities as assigned by senior management.
• Assist in assuring all standard service procedures are adhered to and carried out in detail.
• Ensure all arrival rooms are checked and ready prior to an arrival.
• Ensure all amenities are in place as per remarks and profile of guest.
• Offer welcome towels and serve welcome drinks to all guests on arrival.
• Complete a full room orientation for the guest on arrival including assisting guest with their luggage.
• Offer unpacking service on arrival and packing service for departure guests.
• Respond to guest requests e. g. urgent laundry/pressing requirements.
• Serve in-room dining service requests.
• Attend to guest complaints of room facilities.
• Offer shoeshine/laundry/pressing service.
• Offer evening turn-down service to guests, preparing the room for a comfortable night's sleep.
• Make restaurant recommendations and reservations.
• Ensure guest dietary restrictions or allergies are accommodated.
• Assist with arranging transportation, reservations, and other concierge services.
• Handle special requests, such as arranging room decorations, special occasion celebrations, or in-room spa services.
• Keep accurate records of guest preferences and special instructions for future visits.
• Constantly check the appearance and cleanliness of the rooms, and report any maintenance issues or room deficiencies to the appropriate department.
• Carry out specific duties or tasks assigned within a specific time frame.
• Handle all discrepancies in billing of guests immediately. All discrepancies or voids should be countersigned with an acceptable explanation or brought to the attention of senior management.
• Be familiar with all company policies and procedures relevant to the position.
• Be fully versed in safety and emergency procedures.
• Stay updated on hotel services, amenities, and promotions.
• Participate in training programs to enhance skills and knowledge.
• Maintain the highest levels of hygiene and cleanliness.

Minimum 1 year experience in Butler role
Good communication skills
Attention to detail
Multitasking & Flexibility
Problem solving

• Prompt and courteous delivery of all orders, maintaining a positive image through all guest contact and cleanliness of guest areas.
• Assure total guest satisfaction in the service of food and beverage through the supervision of prompt and courteous delivery of all Restaurants and Room Service orders.
• During shift, ensure that guests are satisfied by assisting with serving, seating, communication with kitchen, and by striving to speak to all guests.
• Assist in maintaining a highly motivated and well-trained staff.
• Open and close shift in accordance with Manager's Checklist.
• Train, maintain and enforce all Anantara Service Standards.
• Properly execute revenue and check control procedures on shift.
• Maintain a safe and sanitary work environment for all Associates and guests.
• Gather and implement all proper tools for running shifts (i. e. schedules, floor plans, reservations, checks).
• Find solutions for problems such as call outs, last minute bookings, or any other daily problems that may arise.
• Be on the floor during entire meal period and ensure adequate coverage.
• Ensure that only a quality product is being served.
• Maintain proper Associate uniform standards.
• Manage an effective repair and maintenance program through the use of work orders, inspections, etc.
• Exercise station rotation to ensure stations are distributed fairly. Handle daily Associate relations (i. e. scheduling, time adjustments, etc. ).
• Assist any Associate in his/her job performance, when required, to ensure guest satisfaction. Assist in implementing an effective training program for new and current associates.
• Encourage problem-solving by Associates through proper training and empowerment, to ensure guest satisfaction.
• Establish effective communication with Associates to gain their trust and respect through hard work. Maintain fair and consistent counseling and/or disciplinary procedures in accordance with Anantara's Guarantee of Fair Treatmen.