Butler

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Rosewood Mayakoba Playa Del Carmen

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Job description

Shift Type: Flexible

Job Title: Butler

Education: High School

Location: Rosewood Mayakoba - Playa Del Carmen, MX (Primary)

Career Level: General Associate

Category: Front Office (FD, Concierge, GS, BD, PBX, Valet, GR, Door)

Job Type: Full-time

Compensation Currency: MXN

Job Description: OVERVIEW/BASIC FUNCTION:
 
To observe guests personal preferences and habits and to anticipate their needs using the utmost discretion.
 
To be the link between the guest and the hotel; to oversee the guest needs during his stay and help the guest with: reservations, special requests, room and hotel orientation, bag packing and unpacking, laundry, shoe shine, etc. To be responsible for gathering preferences and information so the guest recognition is ensured for his next visits; to be responsible for maintaining high standards of the hotel when fulfilling his/her duties; to keep a critical eye on room cleanliness and pantries and have a thorough knowledge on the functioning of room features, hotel facilities and equipment.
 
 
 
RESPONSIBILITIES:
 
 
 
·         To provide a courteous, professional, efficient and flexible service at all times. Butler must present in the property well groomed, clean and pleasant.
 
·         To report on duty on time, for the AM briefing and for PM briefing at the butler’s office.
 
·         To have a full knowledge of the Company Philosophy, core values, responsibilities, daily activities of the day and all about the hotel facilities such: Spa, Restaurants, Kids Club, and Gym etc.
 
·         Take notes of all the information, updates and instruction of the day before leaving the office.
 
·         To follow all the guest needs until they are completed to the total guest satisfaction and Rosewood Standards
 
·         Fill-in the daily guest report per working section at the end of the shift must be given to the Manager Butler with  pending of the day
 
·         Keep the guest’s agenda on daily basis and have a track of the location where the guests are.
 
·         At the pantry write on the white board all the rooms the butler will be in charge making a note if a room is an arrival or a check-out with their respective arrival or departure time.
 
·         Log-in Opera, Hotsos, and Go-Concierge obtaining all the information needed for the shift. Butler reads all the experiences written in the Hand-Over’s of the previous day or shift in order to follow the guest experiences or opportunities to be followed-up.
 
·         Welcomes the guest by the deck of each suite or by the main entrance depending of the time.
 
·         The check-in experience per arrival guest must be filled-in.
 
·         Offers suites orientation to the arrival guests following all the 5 diamonds, AAA and LQA standards.
 
·         Extends special attention to rooms occupied by families according to the culture.
 
·         Offers services as unpack-pack luggage.
 
·         Takes care of the guest´s laundry, pressing and dry-cleaning with coordination of valet runner.
 
·         Maintains guest wardrobe in a neat and tidy fashion.
 
·         Arranges the fruit basket and amenities for arrivals and refills them on daily basis according to the guest wishes.
 
·         Cutlery, glasses, dishes and napkins in the suites must be polished and totally cleaned before the guest arrivals. And all of the items must be perfectly folded and placed in the right position as per 5 diamonds standards.
 
·         Polishes the guest shoes as per the set standards with the shoes tree in each pair of shoes.
 
·         Delivers appropriate newspapers to the guest rooms.
 
·         Coordinates with the front desk for speed check-out as per guest request.
 
·         Delivers the final-bill to the guest the day before the departures.
 
·         Check-in & check-out in the suite per presidential suite.
 
·         Delivers guests’ mail and messages promptly.
 
·         Informs to the housekeeping department the time desired for the daily cleaning and turn-down service.
 
·         Aware to all the hotel about the guest allergies and food preferences.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        
 
·         To be fully conversant with all services and facilities offered by the hotel.
 
·         To be fully conversant with new promotions, Menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures.
 
·         To be fully conversant with accommodation features: lay-out, room type, location décor, in room facilities and equipment.
 
·         To assists SS in the food delivery.
 
·         To assist the Guest during the medical service in the suite or in the hospital.
 
·         To have a thorough understanding and knowledge of use of the equipment and techniques such as silverware and chinaware maintenance.
 
·         To ensure that the Place of Work and surrounding area is kept clean and organized at all times.
 
·         To perform all his/her duties with the same sense of priority and dedication
 
·         To monitor operating supplies and reduce spoilage and wastage. To keep a friendly environment attitude at all time.
 
·         To host and welcome all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous manner
 
·         To serve our guests in a calm, discrete and courteous manner, respecting timing standards
 
·         To support the other departments such as Housekeeping and Room service with their duties.
 
·         To operate and coordinate with relevant departments the in and out in the room and optimize service while the guest is away as often as possible.
 
·         To keep a critical eye during the process of room inspection and to report any default equipment.
 
·         To anticipate guest needs, respond promptly and acknowledge all guests, however busy or whatever time of the day
 
·         To assist the supervisor in organizing the amenities, supplies, equipment requisition according to business level and replenish shortage when necessary.
 
·         To handle guest enquiries either by telephone or in person in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.
 
·         In case of celebrities in the resort to get the final comments and signature on the VIPs hotel book.
 
·          To farewell the guest outside of the suite at the check-out date.
 
·         To fill out the internal communication forms (amenities form, guest profile forms, guest activities form.
 
·         To help with the update of the guest history in the system in collecting information collected.
 
·         To help monitoring the stock inventory and to follow up on pending issues with the tracking system
 
·         To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
 
·         To report for duty punctually wearing the correct uniform and name tag at all times.
 
·         To maintain a high standard of personal appearance and hygiene at all times.
 
·         To maintain high standards of the hotel when fulfilling his/her duties
 
·         To maintain a calm, courteous and gracious attitude at all time
 
·         To maintain a good rapport and working relationship with staff in all other departments.
 
·         To be very familiar with the Room division/Front office policies and procedures
 
·         To attend and contribute to all staff meetings, Departmental and Hotel training as scheduled and other related activities.
 
·         To undertake any reasonable tasks and secondary duties as assigned by the Butler supervisor.
 
·         To project at all times a positive and motivated attitude and exercise self control.
 
·         To carry out any other reasonable duties and responsibilities as assigned out of the list.
 
 
 
 
 
 
 
QUALIFICATIONS:
 
 
 
·         Experience:       Minimum 2 years’ experience as a Butler or direct guest contact at a 5 star hotel.
 
 
 
Education:        High school diploma.
 
 
 
General Skills:    Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
 
 
 
·         Technical Skills: Thorough knowledge of full services provided in the hotel. In addition, thorough knowledge         of local restaurants, museums and attractions; thorough knowledge of current events in and around the region; thorough knowledge of Butler department procedures; ability to access, input, analyze and retrieve information from computers; exceptional oral communication skills to ensure ability to negotiate and persuade guests and staff to achieve results beneficial to operation of hotel; ability to converse calmly with irate guests, co-workers, superiors and subordinates in sometimes intense emotional situations; ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions; ability to memorize, recollect and quickly retrieve dates, names, times and other data; ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions; ability to participate in all departmental and hotel-wide meetings; ability to anticipate guests’ needs and expectations.
 
 
 
Language:         Required to speak, read and write English, with fluency in other languages preferred.
 
 
 
Physical Requirements:    Must be able to exert physical effort in transporting _____ pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
 
 
 
Licenses & Certifications:           None required.

Requirements

See description

Job type
Full-time
Location
Solidaridad, Playa del Carmen, Mexico
Department
Front Office reception
Starting in
As soon as possible
Duration of the contract
Indefinite

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