Role
Assistant Chief Butler assists Chief Butler in the overall management of the Butler team. Assistant Chief Butler is an intuitive, precise, and organized person who excels as a good listener with guests and colleagues and exudes warmth. He or she is a strong motivator, a leader by example and ultimately drives high engagement with his colleagues through enthusiastic and committed servants. He or she is equally skilled and experienced with Butler and Front Office tasks and is confident in handling guest feedback as well as constantly looking for new ways to create amazing and wonderful experiences.
Raffles Hotels & Resorts
An Oasis for Well-Travelled Travelers Since 1887 Reinterpreted for the 21st century traveller, Raffles has been synonymous with luxury, splendor and exceptional service for more than a century. Born in Singapore, the brand has since expanded its network across the globe, welcoming the influential community in every destination. Whether you’re drinking, dining, partying, or just relaxing, the dignitaries who work at Raffles know better than anyone how to ensure that you “arrive as a guest, leave as a friend, and return as family”.
Personal attributes required for the role
Possesses strong interpersonal skills and the ability to communicate in a second language (Arabic is preferred).
Ensures and addresses guest/colleague needs.
Service focused with attention to detail and a friendly attitude.
Works well under pressure, analyzes and solves problems, exercises good judgment and with a high degree of professionalism.
– Setting priorities and organizing work tasks and delegates’ work effectively.
Self-motivates and shows good initiative in a dynamic environment.
– Ensures the security and confidentiality of guest and hotel information.
Possesses good computer skills and property management system.
High level of integrity, enthusiasm, dedication and support for continuous improvement.
He must be a beginner, coach and mentor who can inspire the team to perform at their best.
Flexible management style to meet the challenges of the changing work environment.
Adopts change and responds to it effectively.
Gain solid knowledge of the local market.
Understands international luxury travelers and their needs.
– International level of quality and non-hotel experience is a plus.
Strong understanding of the cultural nuances in dealing with local and Middle Eastern guests.
Main roles and responsibilities
He has full awareness, manages and supervises all the tasks of his employees.
Takes responsibility and ownership in creating personal connections through emotional well-being between servants and guests.
Informs other operating departments of issues related to Butler’s operations.
Participates and allocates check-in procedures, suite preparation, and orientation.
Conducts regular inspections of arrival suite setup, en suite suites, amenities, preparation of special events, follow up on departure arrangements and ensures that the team is intuitive and anticipating guest needs and wants.
Direct work assignments for supervisory and non-supervisory personnel.
Informs other operating departments of issues related to Butler’s operations.
Responsible for maintaining stock levels, maintenance and general maintenance of equipment and operating supplies.
Evaluate the appearance, discipline, and competence of all employees under direct supervision.
Ensure that the Head Butler is aware of the duties and assignments of each employee in the department.
Ensure that servants provide a touch of Raffles by providing proactive personalized service.
Ensure that servants receive recognition for their efforts in the form of regular feedback.
Ensure to meet and greet repeat guests daily and update profiles.
Ensures long-stay guests are taken care of, given special attention, and events are celebrated exclusively, with particular attention to their needs and requests.
– Performs administrative and any other duties when assigned by the hotel management and management along with or in his absence Head Butler.
Responsible for leading and creating action plans for service performance in guest satisfaction index, audits and key performance indicators.
– Oversight and general supervision of the department.
Training and coordination with the supporting departments.
Submitting reports and recommendations when needed.
Intuitively anticipates through observation and interactions guests’ needs and wants and organizes special events and celebrations.
– Promptly answers any internal guest calls, instant messages and emails and communicates with the concerned departments in resolving guest requests.
He fully understands the responsibility to deliver the promised service to be provided, even if it means running a store for the required period/crisis times.
Fully aware that the position of butler and the entire department is constantly renewing and developing itself to make sure it keeps pace with trends in the hospitality industry.
Ensures that standards of service and individual performance are aligned with Accor’s values - guest passion, trust, sustainable performance, openness, innovation and respect.
Executes annual sales strategy and achieves all objectives as set by management and collaborates with the front office team in promoting sales between hotels, restaurants and indoor facilities.
Collaborates closely with in-suite dining and housekeeping to ensure a seamless in-room dining and cleaning experience. Acts as a link for guests in all other areas of the hotel.
Handles any security incidents and guest complaints to the Head Butler and reacts proactively when appropriate and appropriate.
Ensures that guests receive the experience as detailed in the brand’s Standard Operating Procedures (SOP) and the local Raffles Doha Standard Operating Procedures (LSOP) as well as Forbes 5 stars /
Leading Quality Assurance Standards (LQA) and aim to achieve the results and objectives set by management.
– Performs any special duties and projects as requested by management, whether in your own department or any other department in the hotel.
– Follows the policy of evacuating the hotel in case of emergency.
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