Overnight Guest Experience Specialist​/Butler; Part Time

Company Description

Join the team responsible for crafting a fresh landmark that emphasizes cultural appreciation among colleagues and the pursuit of greatness. At Raffles Boston, we recognize the immense worth of our distinct cultural heritage, and we are dedicated to ensuring that it is comprehended and embraced by each team member. This commitment begins the instant a prospective colleague connects with us and extends throughout their entire journey with the hotel.

Company Description
Join the team responsible for crafting a fresh landmark that emphasizes cultural appreciation among colleagues and the pursuit of greatness. At Raffles Boston, we recognize the immense worth of our distinct cultural heritage, and we are dedicated to ensuring that it is comprehended and embraced by each team member. This commitment begins the instant a prospective colleague connects with us and extends throughout their entire journey with the hotel.

• Consistently exemplifies professional, engaging and friendly service, ensuring the Raffles brand positioning, personality, service culture and values are always personalized.
• Adhere to global brand Standard Operating Procedure (SOP) and implement Raffles Boston Local Standard Operating Policies and Procedure (LSOP) and Sequence of Service.
• Responsible for exemplifying the training and compliance to brand, local standards and other third-party audits.
• Instrumental in the overall guest journey from pre-arrival to post-departure.
• A strong presence and contribution in the arrival experience
• Be a driving force behind guest-centric projects aimed at elevating the guest recognition and experience and finding creative service innovations and solutions.
• Handling Pre-arrival Experience
• Ability to clearly enter and execute Reservation Notes, Alerts, Traces in Opera.
• Intuitively anticipate, through observation and interactions, residents’ and guests’ needs and wants and orchestrates unique Raffles experiences.
• Assist in organizing celebrations of residents’ special occasions, ensuring all proper traces are set and departments know prior to arrival.
• Monitor Butler Inbox and respond within four (04) hours upon receipt of email.
• Handle ordering of amenities and personalized touches by entering requests in Alice 48 prior to arrival (2 days in advance)
• Handle writing butler cards for welcome, butler surprises, apology and gifting
• Arrival and Hotel Orientation
• Establish butler presence on arrival at check-in, knocking in the room or phone call
• Delivery and pick up of guests’ luggage and belongings to and from the room, completed within ten (10) minutes
• Manage guest luggage including wardrobe handling, unpacking and packing service
• Escorting guest from Ground Lobby to Sky Lobby to guestrooms while introducing hotel facilities
• Offering guestroom orientation on arrival, pointing out two to three main features of the room, followed by offering a minimum of two butler services
• Follow through with Arrival SMS after physical/verbal interaction on arrival
• Consistent daily follow up with Daily SMS
• Anticipate guest needs to provide tailored and exclusive service
• In Stay Services
• Maintains an updated log of guest requests and communication during the shift via Alice; ensures proper dispatch, handover and escalation within the Guest Experience Department and Front Office leaders.
• Monitor tickets in Alice and ensure tickets are accepted and tasks are completed within eight (08) minutes.
• Ensures escalated guest feedback and proper recording of complaints and preferences prior to arrival and creates plans for recovery once they come back on property.
• Assist and promotes room upsells and cross-selling in-house restaurants and facilities.
• Cooperates closely with the food and beverage and housekeeping management to ensure a seamless dining and personalized experience.
• Handle lost and found inquiries via Chargerback.
• Handle external butler services – personal shopper (special requests such as buying toiletries, garments, suitcases, etc.), purchase newspaper, flowers, mailing, courier among many others
• Handle all special purchase (from Guest Preference Form e.g. gifts, special requests, flowers, etc.) as well as…