Company DescriptionRaffles is a collection of luxury hotels and resorts worldwide, each distinguished by its luxury, elegance and residential charm. Raffles Hotels & Resorts are one-of-a-kind properties, each one a landmark in its respective city, positioned at the top of its local market and rated among the very best in the world.Job DescriptionLead and guide Butler team to provide best service to guestEnsure strong leadership practices to actualize an individualized approach to motivation and recognition processesTransfer of knowledge and responsibility to other team members to improve the team experience, and create a shadow cabinet.Manage and supervise tasks of the department to ensure guests receive prompt, cordial attention and personal recognitionEnsure guests receive the experience as detailed in SOPs, quality standards and aims to achieve the scores and goals set by managementImplement departmental strategies and action plans in accordance with the hotel's strategic and sales plansAccountable to drive and create action plans of Butlers' performance in audits and KPIsConduct comprehensive monthly departmental meetings to include a review of procedures and eventsPlan operational procedures and organize recruitmentPlan the budget and the yearly revenue targetConduct statistical, performance and forecast reportsPractice up-selling of the hotel products and facilities.Proactively handle any arising guest issues, coordinate and manage communication between guests and staff and follow up to ensure complete service recoveryDirect work assignments of all staff under direct supervision and coordinate other operating departments of matters related to Butler operations.Schedule weekly department shift according to occupancy, VIPs, training plans. Organize leaves of absence and follow up on forms.Work on improvements on the quality of product and servicesProvide regular feedback for all staff under direct supervision and ensure they receive recognition based on performance evaluations.Analyze guest feedback and provide strategic direction to continuously improve overall ratingQualificationsUniversity DegreeAt least 5 years of experience in a managerial role.Extensive knowledge of Butler ProgramAdditional InformationOral and written fluency in English
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