Assistant Manager, Butler Service
Salary undisclosed
Checking job availability...
Original
Simplified
- Conduct daily briefing to ensure important information and updates are shared among team members
- Manage guest requests and ensures tasks are properly carried out
- Resolve issues pertaining to guest’s negative feedback and manages the complaint efficiently to maximize guest satisfaction and communicate to Manager and Service Management for any necessary follow up
- Monitor daily butler operations ensuring that tasks are carried out and guest requests are attended without fail
- Solicit feedback directly from guests; record feedback and use established documentation and circulation procedure to share the information
- Handle meet and greet of VIPs
- Audit Butlers’ Suite Orientation and Turndown services to ensure established standards are met
- Work closely with other relevant departments such as Front Office Groups, Guest Relations, Paiza Services, Housekeeping, Facilities and In-Room Dining to prepare for future VIP arrivals
- Manage the operations of the Butler Command Centre
- Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department
- Communicate to Team Members departmental updates, issues and guest-related matters
- Establish assess, conducts and maintains appropriate performance appraisals (in relevant areas) as according to agreed standards and take necessary action to communicate/advise/assist according to performance levels
- Responsible for motivating, disciplining and counseling of Team Members appropriately and in ensuring their job skills are constantly being improved and developed
- Supervise, train, schedule, mentor and evaluate Team Members
- Recommend appointments, promotions and development of all Team Members
- Respond to guest comments, requests and complaints in a timely and professional manner; take personal responsibility to resolve issues where necessary.
- Be conversant with all areas of the Butler Services Department including FIT, Group and Casino reservations; can be assigned to certain specialist areas to manage at any one time
- Be conversant with all facets of the operation including fire safety and emergency related procedures
- Disseminate and clarify understanding of all new promotional packages, rate plans and product information associated with these programs.
- Maintain close liaison with all other Departments so as to have a good understanding of other Departments’ operational flow, thus ensuring seamless guest services throughout the hotel.
- Works and maintains close liaison with all the respective Section Heads within Front Office Department, ensuring smooth operational flow within the department as in accordance to company standards.
- Attend scheduled departmental meetings as required.
- Contribute ideas to improving the operations of the department. Update the Managers on any operational issues for the betterment of the department.
- Attend training sessions as and when scheduled
- Be familiar with the local community and famous events in town.
- Appropriate recommendations can be made to guests to enhance their stay in MBS and Singapore.
- Report and document special incidents that command management’s attention; incidents may include vandalism, fight, fire, abuse, accidents, etc.
- Be aware of OSHA (Occupational Safety and Health Act), practices and reinforces safety guidelines.
- Participates in Team Members’ performance evaluation and makes fair recommendations on confirmation or promotion.
- Perform any other duties and responsibilities as and when assigned by the Manager.