Butler

Company Description:

A surprising, chic merging of Asian style with an Egyptian aesthetic, Raffles Dubai is a 5-star luxury hotel perfectly positioned in the heart of the city, delivering impeccable service and sophisticated style.

Job Summary/Purpose:

The Butler acts as a point of contact for the guest during their stay, assisting with any arrangements or requests of the guests and provides personalized service to ensure a flawless and memorable experience through the Raffles touch.

Key Areas:

• Knowledge
• Service
• Operations
• Leadership
• Values

Special Note:

The attached key areas, responsibilities and activities reflect the items considered necessary to describe the principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.

RESPONSIBILITIES:

1. Knowledge

• To have thorough knowledge of all SOP's for Butler Service department.
• To have thorough knowledge of local rules and regulations.
• To have accurate knowledge of different room categories, private bar items, and reading Opera PMS reports.
• Being knowledgeable on answering and directing phone calls.
• To have basic knowledge of PMS reports for daily task functions and online platforms used for task delegation.
• To be fully aware of Raffles Brand Standards and Values, have thorough knowledge on LQA, Forbes and similar quality-oriented standards.
• To adhere to Butler's standards and procedures and enforce the same.

2. Service

• Foster Raffles Values; Excellence, Respect, Integrity, Caring.
• Internalize Raffles Brand personality; Charming, Graceful, Thoughtful, Welcoming.
• Go the extra mile to make sure every guest's needs are not just met, but exceeded.
• Assist and support team members and other departments in order to ensure a smooth operation.
• Create relationships 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

3. Operations

• Correspond with guests for any requests or preferences prior to, during, and following their stays.
• Regularly attend department line-ups and meetings to communicate any pertinent information and to assist in any needed activity.
• Attend training sessions, performing related duties and special projects assigned as required.
• Manage and exceed guest expectations.
• Handle and report guest complaints to shift in-charge.
• Inspect arrival rooms to make sure all standards are met.
• Inspect occupied rooms to deliver the Raffles touch by providing proactive personalized service and exceeding expectations.
• Keep track of all due out and stay over DND rooms.
• Clean, maintain and ensure the upkeep of guest minibars and butler minibar storerooms and report any maintenance faults.
• Ensure all unattended valuables inside guest rooms are noted and Butler Administration Officer is informed about the same.
• Communicate with Private Dining on a regular basis to ensure amenities, guest preferences and other such points are taken care of and carried out flawlessly.
• Practice up-selling of the hotel products and facilities.
• Ensure that repeat and long stay guests are greeted regularly and the profiles are updated.
• Provide in-room check-ins and room orientations for guest comfort.
• Decorate rooms for kids and special occasion rooms and provide special attention to such reservations.
• Realize the multi-cultural nature of guest profiles and provide personalized service accordingly.
• Take regular inventories of all items and inform butler admin supervisor for any fresh stocks required.
• Ensure smooth handover of daily activities to next shift.
• Provide additional services such as laundry, packing and shoe shine service and ensure that special preferences of all guests are taken into consideration.

4. Values

• Respect - We respect each individual and the environment in which we operate.
• Excellence - We make genuine connections, and we cherish every opportunity to make the people around us feel special.
• Belonging - We celebrate our differences. We support each other and we always stand together.
• Empowerment - We have the authority to take initiative and anticipate moments that create unforgettable experiences.
• Integrity - We build trust through mutual respect and being authentic.

Qualifications:

CHARACTERISTICS REQUIRED - PHYSICAL

ESSENTIAL

• Neat appearance.
• Articulate.
• Good posture.

CHARACTERISTICS REQUIRED - LANGUAGES

ESSENTIAL

• Oral and written fluency in English.
• Local language.

DESIRABLE

• Other languages.

CHARACTERISTICS REQUIRED - QUALIFICATIONS/TRAINING

ESSENTIAL

• University Degree.
• Housekeeping, Food and Beverage or/and Guest Relations knowledge.

DESIRABLE

• Knowledge of Opera Property Management System.

CHARACTERISTICS REQUIRED - WORK EXPERIENCE

ESSENTIAL

• At least 2 years of experience in a similar capacity role.

DESIRABLE

• 3 or more years' experience in a similar role.

CHARACTERISTICS REQUIRED - DISPOSITION

Leadership;

Relationships;

Character;

Potential;

ESSENTIAL

• Ability to motivate and lead.
• Strong interpersonal skills.
• Attention to detail.
• Multitasking.

Additional Information:

Raffles Dubai, Sheikh Rashid Road, Wafi, 121800 Dubai, United Arab Emirates.