Head Butler is in charge of the management of the Butler team and carries out managerial duties and any other duties as and when assigned by the management and is responsible of achieving targets. KEY ROLES & RESPONSIBILITIES To have thorough knowledge of all SOP’s for Butler Service department To have thorough knowledge of local rules and regulations Extensive knowledge of Opera PMS and knowledge online platform used for daily task functions and task delegation To be fully aware of Raffles Brand Standards and Values, have thorough knowledge on LQA, Forbes and similar quality-oriented standards To enforce Butler’s standards and procedures Foster Raffles Values; Excellence, Respect, Integrity Caring Internalize Raffles Brand personality; Charming, Graceful, Thoughtful, Welcoming Go extra mile to make sure every guest needs are not just met, but exceeded. Assist and support team members and other departments in order to ensure a smooth operation Create relationship 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 Manages and supervises tasks of the department to ensure guests receive prompt, cordial attention and personal recognition Ensures guests receive the experience as detailed in SOPs, quality standards and aims to achieve the scores and goals set by management Implements departmental strategies and action plans in accordance with the hotel’s strategic and sales plans Accountable to drive and create action plans of Butlers’ performance in audits and KPIs Conducts comprehensive monthly departmental meetings to include a review of procedures and events Plans operational procedures and organizes recruitment Plans the budget and the yearly revenue target Conducts statistical, performance and forecast reports Practices up-selling of the hotel products and facilities. Proactively handles any arising guest issues, coordinates and manages communication between guests and staff and follows up to ensure complete service recovery Directs work assignments of all staff under direct supervision and coordinates other operating departments of matters related to Butler operations. Schedules weekly department shift according to occupancy, VIPs, training plans. Organizes leaves of absence and follow up on forms. Works on improvements on the quality of product and services Provides regular feedback for all staff under direct supervision and ensures they receive recognition based on performance evaluations. Analyzes guest feedback and provide strategic direction to continuously improve overall rating Attends Trophy training as part of KPI’s and is responsible to enter factual data, information and comments into the Trophy report weekly. Is required to explain and justify assumptions and forecasts entered into the Trophy as the KPI on Trophy will be based on the accuracy of the analysis and forecasted numbers provided. Lead and guide Butler team to provide best service to all team members Ensure strong leadership practices to actualize an individualized approach to motivation and recognition processes Transfer of knowledge and responsibility to other team members to improve the team experience,and create a shadow cabinet. 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 authority to take initiative and anticipate moments that create unforgettable experiences. Integrity – We build trust through mutual respect and being authentic.
Good Housekeeping and Guest Relations knowledge Minimum 5 years experience as a Head Butler in a luxury hotel environment Degree in Hotel Management is an asset Strong interpersonal skills to coach & mentor and inspire the team to perform at their best
Oral and written fluency in English Knowledge of other languages Ability to motivate and lead Self-starter Future leader People & customer oriented Neat appearance Articulate Good Posture Motivator & self starter; displays initiative & creativity Team builder Committed, flexible & ability to adapt to different working locations