RWAML - Guest Services Associate - Butler

Overview / Basic Function

Is responsible for all aspects of guest care internally during stay assisting in all areas of hotel and continual improvement of skills through training and practice. Is instrumental to achieve our goal in providing the highest professional standards in Butler Service to our guests and thus exceeding the guest expectation. He is a member of the Evacuation Team.

• Presents himself well groomed, clean and pleasant.
• Reports to duty on time.
• Arranging and organizing Welcoming Experience Amenities
• Takes note of information, updates as instructed by the Butler Manager.
• Takes note of information on all operational boards Daily Activities board, House Status Board and Training Boards and pantry board
• Goes through the B.C.C. logbook and take note of information concerning guests.
• Checks the guest arrival details. (Preferences, Profile, Notes, emails or verbal information)
• Takes in depth hand over from the Floor Butler in Butler pantry or allocated area.
• Reads iPad logbook and takes note.
• Maintains the pantry clean and tidy and supplies well stocked.
• Inspecting arrival room and personalizing the room based on the guest preferences.
• Tests and checks that room equipment, control panels are functioning.
• Communicating with the relative departments to ensure the arrival room is completely ready for Rosewood guest according to the standards.
• Leads occupied room single entry servicing by proper communication with the relative departments (Housekeeping, Maintenance, IT, IRD, …etc)
• Proper check for the occupied suites and taking notes of guest preferences and update the PMS.
• Co-ordinates through the Butler Superior with the maintenance to fix faulty equipment.
• Escort the guest to the room and familiarize the guest with the hotel facilities and provides the room orientation.
• Explanation of the butler service to the guest.
• Maintains the Butler Portfolio (iPad, documents, Earphones) and present it well in front of the guest.
• Ensure functioning of entire communicational and operational apps installed in the iPads.
• Extends special attention to rooms occupied by families according to the culture.
• Offers service to unpack luggage.
• Reviews and checks all outstanding laundry forms.
• Updates the guest with room and hotel facilities and in-house activities.
• Reports any problems to the superiors.
• Assists with luggage delivery and collection with coordination of Concierge.
• Takes care of the guest’s laundry, pressing and dry-cleaning with coordination of houseman / Housekeeping.
• Maintains guest wardrobe in a neat and tidy fashion.
• Is responsible for preparation of all flower vases and coordinates with the Florist for floral arrangements.
• Picking up fruit baskets from the suites and deliver them to the kitchen to refills and replenish them on a daily basis according to the guest wishes and according to each room category (set-up).
• Polishes the guest shoes as per the set standards.
• Coordinates with the Front Desk for speed check-out.
• Delivers guests’ mail, messages and packages promptly.
• Informs the Housekeeping of all rooms that require service.
• Maintains the stock of mini-fridge supplies and refills daily and informs the Room Service regarding the charges to relevant rooms.
• Being aware of the hospitality zone and extends all courtesies to the guest with in his zone.
• Maintains guest hallways and service areas, also liaising with the relative departments for any faults or misfunctioning.
• Adding the WOW factor to the suite, romantic set up, kids path, personalizing the service and amenities.
• Booking guest wake up call.
• Assists in setting up and serving IRD order, or introduces the IRD to the guests.
• Records all the guest requirements in the iPad logbook such as items and time of preferred services, type of service and if there are any pending tasks needs to be followed by the next shift.
• Introducing team associates who share looking after to the guest.
• Processes the guest’s departure:
  
  - Offers assistance to pack
  - Liaises with reception regarding consumption of mini fridge items and guest supplies.
  
  - Co-ordinates with the Chief Concierge regarding airline tickets, flight reconfirmation, - limousine, luggage etc.
  
  - Checks with the…