Director of Butlers

JOB SUMMARY

Manages the execution of all guest contact operations in Front Office, Business Center, Recreation/Health Club,Restaurant (front of house), In Room Dining and Bar/Lounge, as designated. Maintains the operating budget and verifies that standards and legal obligations are followed. Ensures guest and employee satisfaction and maximizes the financial performance of the department. Monitors compliance with standards and procedures. Leads specific team while assisting with meeting or exceeding property goals.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 4 years experience in the guest services, front desk, management operations,food and beverage service and/or related professional area.

OR

• 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 3 years experience in the guest services, front desk, management operations, and/or food and beverage service and/or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management or related major; previous experience in guest services, front desk, management operations, food and beverage service and/or related professional area.

CORE WORK ACTIVITIES

Manages the Guest Experience

• Leads specific team/s to meet or exceed property goals.

• Reviews guest feedback and ensures appropriate corrective action is taken.

• Respnds to and resolves guest problems and complaints; follows property specific second effort and recovery plan.

• Sustains processes to consistently obtain guest feedback about service, product and overall satisfaction

• Ensures all staff members are trained appropriately and verifies that the team has the capabilities to meet expectations.

Managing Guest Contact Operations

• Manages the execution of daily Front Office and/or Food and Beverage (F&B) shift operation and ensures compliance with all Front Office and/or F&B policies, standards and procedures.

• Supervises staffing levels to verify that guest service, operational needs, and financial objectives are met.

• Communicates guest satisfaction results in a timely fashion including all social media responses, guest satisfaction forms, comment cards and guest letters.

• Oversee daily guest room inventory and sales strategy

• Takes proactive approaches when dealing with employee concerns.

• Extends professionalism and courtesy to employees at all times.

• Communicates/updates all goals and results with employees.

• Meets semiannually with staff on a one-to-one basis.

• Monitors compliance with standards and procedures.

• May assist in the ordering of F&B supplies, cleaning supplies and uniforms.

• Operates all department equipment as necessary and reports malfunction.

• May manage beverage purchasing and control procedures May assist in coordinating cleaning program in all F&B areas (e. g. ,General clean), identifying trends and making recommendation for improvements.

• Verifies that goals are being translated to the team as they relate to guest tracking and productivity.

• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

• Understands employee and guest satisfaction results and developis action plans to attack needed areas and expand on strengths.

• Leads by example demonstrating self-confidence, energy and enthusiasm.

• Assists employees in understanding guests' ever-changing needs and expectations, and exceeding them.

• Supports an effective self-inspection program.

• Follows property specific second effort and recovery plan.

• Demonstrates knowledge of and supports the brand specific service culture.

• Performs hourly job functions as needed.

Providing Exceptional Customer Service

• Provides excellent customer service by being readily available/approachable for all guests.

• Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

• Takes proactive approaches when dealing with guest concerns.

• Extends professionalism and courtesy to guests at all times.

• Responds timely to customer service department request.

• Verifies all team members meet or exceed all hospitality requirements.

Managing Profitability

• Performs required annual Quality audit with General Manager (GM) & Regional Director (RD).

• Verifies that a viable key control program is in place.

• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

• Maintains the operating budget, and verifies that standards and legal obligations are followed.

Conducting Human Resources Activities

• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Administers the performance appraisal process for direct report managers.

• Conducts hourly employee performance appraisals according to Standard Operating Procedures.

• Communicates performance expectations in accordance with job descriptions for each position.

• Verifies that employees are treated fairly and equitably. Strives to improve employee retention.

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Verifies that disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

• Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.

• Observes service behaviors of employees and provides feedback to individuals and or managers.

• Supervises staffing levels to verify that guest service, operational needs, and financial objective are met.

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Monitors and maintains the productivity l.