Butler Manager

Job description

Company Description

Raffles is a collection of luxury hotels and resorts worldwide, each distinguished by its luxury, elegance and residential charm. Raffles Hotels & Resorts are one-of-a-kind properties, each one a landmark in its respective city, positioned at the top of its local market and rated among the very best in the world.

Job Description

- Lead and guide Butler team to provide best service to guest

- Ensure strong leadership practices to actualize an individualized approach to motivation and recognition processes

- Transfer of knowledge and responsibility to other team members to improve the team experience, and create a shadow cabinet.

- Manages and supervises tasks of the department to ensure guests receive prompt, cordial attention and personal recognition

- Ensures guests receive the experience as detailed in SOPs, quality standards and aims to achieve the scores and goals set by management

- Implements departmental strategies and action plans in accordance with the hotel’s strategic and sales plans

- Accountable to drive and create action plans of Butlers’ performance in audits and KPIs

- Conducts comprehensive monthly departmental meetings to include a review of procedures and events

- Plans operational procedures and organizes recruitment

- Plans the budget and the yearly revenue target

- Conducts statistical, performance and forecast reports

- Practices up-selling of the hotel products and facilities.

- Proactively handles any arising guest issues, coordinates and manages communication between guests and staff and follows up to ensure complete service recovery

- Directs work assignments of all staff under direct supervision and coordinates other operating departments of matters related to Butler operations.

- Schedules weekly department shift according to occupancy, VIPs, training plans. Organizes leaves of absence and follow up on forms.

- Works on improvements on the quality of product and services

- Provides regular feedback for all staff under direct supervision and ensures they receive recognition based on performance evaluations.

- Analyzes guest feedback and provide strategic direction to continuously improve overall rating

Qualifications

- University Degree

- At least 5 years of experience in a managerial role.

- Extensive knowledge of Butler Program

Additional Information

- Oral and written fluency in English