Butler Service Desk

The Butler Service Desk Agent at The St. Regis Abu Dhabi is responsible for attending promptly and efficiently to all phone calls within three rings and serving as the primary point of contact for all telephone correspondence within the hotel. All calls are answered with a warm welcome, answering any guest questions, anticipating their wants and needs, and resolving guest problems.

The agent ensures that guests’ immediate requirements are catered for and maintains a full understanding of core front office processes.

• Has a full knowledge of the Marriott Bonvoy Program, hotel occupancy, and availability.
• Knowledgeable in all room types and attributes (layout, size, connecting configurations, and views).
• Keeping butlers informed of blocking and unblocking rooms, reallocation and room moves when front office liaises the changes with the agents.
• Locate arriving, in-house and departed guests by name and room number.
• Competent in messaging functionality (creating, modifying, delivering, deleting).
• Answer all phone calls adhering to the standards set forth within the Telephone & Verbiage FOE.
• Transfer calls to an appropriate guest or department when requested by callers.
• Coordinate guest requests with all relevant departments.
• Thoroughly conversant with all room types, décor and outlook.
• Communication and recording of complaints.
• Ensure full liaison with other members of the team.
• Strong communication with other areas, especially front office, butlers and housekeeping.
• Make sure all Starguest profiles are turned to ‘Complete’ from incomplete lists.
• Report maintenance faults and damage to machines, furniture and fittings in all areas of the hotel to the maintenance department.
• Strong relationship with guests and internal customers.
• Prepare Wake Up Call log sheet for the following day and ensure this is handed over to the next shift.
• Ensure all Wakeup call requests are logged accurately.
• Give wake up calls for guests.
• Keep inventory of butler on call items.
• GXP Basics (profiles, preferences, defects, reporting) are entered accurately and monitored existing profiles.
• Ensure daily shift hand over is completed thoroughly.

Education:

At least one year of experience within the hospitality industry.

• Communication skills.
• Organisational skills.
• Information system knowledge.
• Guest focus.
• Problem solving skills.

At Marriott International, we are dedicated to being an equal‑opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.