Butler

2 months ago

Dubai, United Arab Emirates RAFFLES Full time

**Company Description**
A surprising, chic merging of Asian style with an Egyptian aesthetic, Raffles Dubai is a 5-star luxury hotel perfectly positioned in the heart of the city, delivering impeccable service and sophisticated style.
**Job Description** Job Summary/Purpose**:
Butler acts as a point of contact for the guest during their stay, assisting with any arrangements or requests of the guests and provides personalized service to ensure a flawless and memorable experience through the Raffles touch.

Key Areas:
1. Knowledge

2. Service

3. Operations

4. Leadership

5. Values

**Special Note**:
The attached key areas, responsibilities and activities reflect the items considered necessary to describe the principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.

**RESPONSIBILITIES**

**1. Knowledge**
- To have thorough knowledge of all SOP’s for Butler Service department
- To have thorough knowledge of local rules and regulations
- To have accurate knowledge of different room categories, private bar items and reading Opera PMS reports
- Being knowledgeable on answering and directing phone calls
- To have basic knowledge of PMS reports for daily task functions and online platforms used for task delegation
- To be fully aware of Raffles Brand Standards and Values, have thorough knowledge on LQA, Forbes and similar quality-oriented standards
- To adhere to Butler’s standards and procedures and enforce the same

**2. Service**
- Foster Raffles Values; Excellence, Respect, Integrity, Caring
- Internalize Raffles Brand personality; Charming, Graceful, Thoughtful, Welcoming
- Go extra mile to make sure every guest needs are not just met, but exceeded.
- Assist and support team members and other departments in order to ensure a smooth operation
- Create relationship with employees that is based on open and sincere communication which leads to building long lasting trustful relationships
- Never fail the Top 5 Service Excellence
- Look at me
- Smile at me
- Talk to me
- Listen to me
- Thank me

**3. Operations**
- Corresponds with guests for any requests or preferences prior to, during and following their stays.
- Regularly attends department line-ups and meetings to communicate any pertinent information and to assist in any needed activity.
- Attends training sessions, performing related duties and special projects assigned as required.
- Manages and exceeds guest expectations
- Handles and reports guest complaints to shift in-charge.
- Inspects arrival rooms to make sure all standards are met.
- Inspects occupied rooms to deliver the Raffles touch by providing proactive personalized service and exceeding expectations.
- Keeps track of all due out and stay over DND rooms
- Cleans, maintains and ensures the upkeep of guest minibars and butler minibar storerooms and reports any maintenance faults
- Ensures all unattended valuables and inside guest rooms are noted and Butler Administration Officer is informed about the same.
- Communicates with Private Dining on a regular basis to ensure amenities, guest preferences and other such points are taken care of and carried out flawlessly.
- Practices up-selling of the hotel products and facilities.
- Ensures that repeat and long stay guests are greeted regularly and the profiles are updated.
- Provides in-room check-ins and room orientations for guest comfort
- Decorates rooms for kids and special occasion rooms and provides special attention to such reservations.
- Realizes the multi-cultural nature of guest profiles and provides personalized service accordingly.
- Takes regular inventories of all items and informs butler admin supervisor for any fresh stocks required.
- Ensures smooth handover of daily activities to next shift.
- Provides additional services such as laundry, packing and shoe shine service and ensures that special preferences of all guests are taken into consideration.

**4.Values**
- ** Respect** - We respect each individual and the environment in which we operate.
- ** Excellence** - We make genuine connections, and we cherish every opportunity to make the people around us feel special.
- ** Belonging**:

- We celebrate our differences. We support each other and we always stand together.
- ** Empowerment** - We have authority to take initiative and anticipate moments that create unforgettable experiences.
- ** Integrity** - We build trust through mutual respect and being authentic.

**Qualifications** CHARACTERISTICS REQUIRED** - PHYSICAL

**ESSENTIAL**
- Neat appearance
- Articulate
- Good Posture

**CHARACTERISTICS REQUIRED** - LANGUAGES

**ESSENTIAL**
- Oral and written fluency in English
- Local language

**DESIRABLE**
- Other languages

**CHARACTERISTICS REQUIRED** - QUALIFICATIONS/TRAINING

**ESSENTIAL**
- University Degree
- Housekeeping, Food and Beverage or/and Guest Relations knowledge

**DESIRABLE**
- Knowledge of Opera Property Managemen

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