Job Description

Primary Responsibilities

Executes Butler core tasks

• Takes responsibility and ownership in creating personal connections through emotional luxury between Butlers and residents.
• Engages and customises check-in procedures, suite set-up, suite orientation, offers welcome drink, itinerary and dining recommendations and bookings, through observation and interactions anticipate and be intuitive of residents\xe2\x80\x99 needs and wants.
• Orchestrates the celebrations of residents\xe2\x80\x99 special occasions, assists with in-suite experiences resolves resident feedback, serves daily amenities and offers assistance for departure arrangements and provides fond farewell.
• Tasks include unpacking, packing, laundry, shoe-shine and in-room dining service, promptly answers any resident calls and emails and communicates with respective departments.
• Ensures service standards and individual performance are aligned with Accor Hotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

Deals with internal stakeholders

• 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 the Room Service team and housekeeping to ensure a seamless In Room Dining and cleaning experience. Acts as a link for residents with all other areas of the hotel.
• Addresses any security incidents and resident complaints to the Head Butler and reacts proactively when suitable and appropriate.

Improves quality of product and services

• Ensures residents receive the experience as detailed brand Standard Operation Procedure (SOP), Raffles Singapore 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.
• Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained in and follow WSH guidelines.

Qualifications

Knowledge and Experience

• Pursuing or pursued a Diploma or Degree from School for Tourism and Hotel Management.
• Excellent communication skills in English and ability to communicate in a second language.

Competencies

• Possesses strong interpersonal skills and ability to communicate in second language.
• Ascertains and addresses guest/colleague needs.
• Focuses on service with an eye for detail and an approachable attitude.
• Works well under pressure, analyses and resolves problems, exercises good judgment and with a high degree of professionalism.
• Prioritises and organises work assignments and delegates work effectively.
• Self-motivates and shows good initiative in a dynamic environment.
• Ensures security and confidentiality of guest and hotel information.
• Possesses good computer and property management system skills.
• Embraces and responds to change effectively.
• Creativity.
• Experiential focus.
• Local market knowledge.
• Understands international luxury travelers and their needs.
• International level of quality and non-hotel experience a plus.
• Multi-cultural understanding.

Accor