Assistant Head Butler

Company Description

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By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

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Job Description

THE ROLE

The Assistant Head Butler assists the Head Butler in the overall management of the Butler team. The Assistant Head Butler is an intuitive, meticulous, and organized individual that shines as a good listener with guests and colleagues and exuberates warmth. He or she is a strong motivator, a leader by example and ultimately drives high colleague engagement through passionate and committed Butlers. He or she is skillful and experienced in Butler and Front Office tasks likewise and is confident in addressing guest feedback as well as constantly seeks new ways to create experiences that are astounding and superlative.

KEY ROLES & RESPONSIBILITIES
• Has full awareness, manages, and supervises all tasks of his/her staff.
• Takes responsibility and ownership in creating personal connections through emotional luxury between Butlers and guests.
• Inform other operating departments of matters related to Butler operations.
• Engages and customizes check-in procedures, suite set-up, and suite orientation.
• Conducts regular inspections of arrival suite set-up, in-house suites, amenities deliver, special occasions set-up, departure arrangements follow-up and ensures team is intuitive and anticipate of guests’ needs and wants.
• Direct work assignments of supervisory and non-supervisory personnel.
• Inform other operating departments of matters related to Butler operations.
• Responsible for maintaining inventory levels, maintenance and general upkeep of equipment and operating supplies.
• Appraise appearance, discipline, and efficiency of all staff under direct supervision.
• Ensure Head Butler is aware of tasks and assignments of every staff in the department.
• Ensure Butlers deliver the Raffles touch by providing pro-active personalized service.
• Ensure Butlers receive recognition for their efforts in the form of regular feedback.
• Ensure repeat guests are met and greeted daily and profiles are updated.
• Ensure long-stay, special-attention, occasion celebrating guests are taken care of exclusively, paying particular attention to their needs and requests.
• Carries out managerial duties and any other duties as and when assigned by the management of the hotel and department together with or in the absence of the Head Butler.
• Accountable to drive and create action plans of Butlers’ performance in guest satisfaction index, audits and KPIs.
• Overall controlling and supervision of the department.
• Training and coordination with supporting departments.
• Make reports and recommendations when required.
• Intuitively anticipates through observation and interactions guests’ needs and wants and orchestrates special occasions and celebrations.
• Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests’ requests.
• Fully understands the responsibility of providing the promised service to be given, even it means running a pantry for the needed period / crunch times.
• Fully understands that the Butler position and the whole department constantly renews and develops itself to make sure to keep up with the trends in hospitality industry.
• Ensures service standards and individual performance are aligned with Accor Hotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Executes the annual upsell strategy and achieves all goals as set by management and cooperates with the Front Office team in promoting inter-hotel sales and in-house restaurants and facilities.
• Cooperates closely with In-Suite Dining and Housekeeping to ensure a seamless In Room Dining and cleaning experience. Acts as a link for guests with all other areas of the hotel.
• Addresses any security incidents and guest complaints to the Head Butler and reacts proactively when suitable and appropriate.
• Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Doha Local Standard Operation Procedure (LSOP) as well as Forbes 5 star /
• Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management.
• Performs any duties and special projects as requested by management whether in your own department or any other department in the hotel.
• Follows Hotel Evacuation Policy in case of an Emergency.