Night Butler

Additional Information night shifts: 23.00-07.30 del mattino
Job Number 24068693
Job Category Rooms & Guest Services Operations
Location Bulgari Hotel Roma, Piazza Augusto Imperatore 10, Rome, ., Italy VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

Butler is the main assistant to Suite guests before and through the stay. 

Butler immediately responds to all Suite Guests requests, cooperating with different departments, making sure that all guests’ needs are met. 

Butler contacts the guests before the stay, prepare for the arrival and coordinates all departments so that the stay goes smooth. 

Butler takes care of the warm welcome, the unpacking, the in room dining order taking and delivery, the housekeeping requests, laundry collection and delivery. Butler has some rudiments about the city (restaurants, museum, and history) and can also assist the guest to arrange services outside the Hotel. 

Butler observes the guests, takes note of all preferences and makes sure they are recorded for future stays. Butler also makes sure that guests enjoyed the stay and follow up after their departure. 

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Primary job functions :

1. Immediate assistance to all Suite guests, being the sole interlocutor of the guest, making sure the guest does not have to deal with all different departments. 
2. Contacting guests before arrival making sure everything is set for the arrival (Reservation, Services, Transportations, Preferences and needs)
3. Communicate with other departments to prepare arrivals
4. Check room status and amenities before arrival 
5. Detect possible maintenance problems in the rooms and make sure thy are fixed in collaboration with maintenance team
6. Greet guests, perform check in, assist guests with settling in into the Suite
7. Assist guests during the entire stay
8. Assist guests with unpacking and packing service
9. In room dining order taking and delivery of the meals
10. Daily check and refresh of amenities, in collaboration with F&B Team
11. Daily check of the Suite cleaning services and replacement of amenities
12. Assist guests with laundry collection, instructions and delivery, collaboration with Housekeeping and Laundry Team 
13. Assist guest with shoeshine
14. Supervise night turndown
15. Assist guests with matters of booking, in collaboration with Reservation Office and Front Office
16. Assist guests with Concierge requests (Restaurant Reservations, Transportation, City tours….) in collaboration with concierge team
17. Assist guests with gym/spa appointments in collaboration with SPA team
18. Take care of guests holdings during the stay and possible repeat guests holdings after stay
19. Assist guests with check out, in collaboration with front office team. Butler check the bill with front office team before check out. Butler escorts guests from the Suite to the exit and makes sure they enjoyed their stay
20. Butler checks the room after departure to make sure guest did not forget anything and, in case of need, takes care of the lost and found items
21. Maintain complete knowledge of:
22. All hotel features/services, hours of operations.
23. All hotel restaurant food concepts, menu price range, dress code and ambiance.
24. All hotel room types, numbers/names, layout appointments, amenities and locations.
25. All hotel room rates, special packages and promotions.
26. Daily house count and expected arrivals/departures.
27. Scheduled daily group activities, names and locations of meeting/banquet rooms.
28. Local events, attractions, holiday schedules.
29. Report guests problems and incidents, following up to complete resolution and communicating with other departments
30. Record all guest preference during the stay, updating guests profile in all used systems
31. Monitor and maintain cleanliness and working condition of department equipment and supplies.
32. Follow correct procedures and policies in all aspects of work, including safety and security protocols
33. Report any issue to the Manager on duty
34. Keep the work environment clean and safe
35. Respond to guests request via phone, message or email within short period of time making sure the request is carried out
36. Protect the privacy of all guests 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

 

Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand. In joining Bulgari Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.