Job Description Head Butler is in charge of the management of the Butler team and carries out managerial duties and any other duties as assigned by the management and is responsible for achieving targets.
KEY ROLES & RESPONSIBILITIES To have thorough knowledge of all SOPs for Butler Service departmentTo have thorough knowledge of local rules and regulationsExtensive knowledge of Opera PMS and knowledge of online platforms used for daily task functions and task delegationTo be fully aware of Rixos Brand Standards and Values, with thorough knowledge of LQA, Forbes, and similar quality-oriented standardsTo enforce Butler's standards and proceduresFoster Ennismore Values: Excellence, Respect, Integrity, CaringInternalize Rixos Brand personality: Charming, Graceful, Thoughtful, WelcomingGo the extra mile to ensure every guest's needs are not just met, but exceeded.Assist and support team members and other departments to ensure smooth operationsCreate relationships with employees based on open and sincere communication to build long-lasting trustful relationshipsNever fail the Top 5 Service Excellence:Look at meSmile at meTalk to meListen to meThank meManage 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 aim 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 for Butlers' performance in audits and KPIsConduct comprehensive monthly departmental meetings including a review of procedures and eventsPlan operational procedures and organize recruitmentPlan the budget and yearly revenue targetConduct statistical, performance, and forecast reportsPractice upselling of the hotel products and facilitiesProactively 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 with other operating departments on matters related to Butler operationsSchedule weekly department shifts according to occupancy, VIPs, and training plans.
Organize leaves of absence and follow up on formsWork on improvements in the quality of products and servicesProvide regular feedback for all staff under direct supervision and ensure they receive recognition based on performance evaluationsAnalyze guest feedback and provide strategic direction to continuously improve overall ratingsLead and guide the Butler team to provide the best service to all team membersEnsure strong leadership practices to actualize an individualized approach to motivation and recognition processesTransfer knowledge and responsibility to other team members to improve the team experience and create a shadow cabinet.Qualifications Good Housekeeping and Guest Relations knowledgeMinimum 5 years experience as a Head Butler in a luxury hotel environmentDegree in Hotel Management is an assetStrong interpersonal skills to coach, mentor, and inspire the team to perform at their best
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