Senior Butler

Job Title: Senior Butler

Job Summary: We are seeking a highly skilled and experienced Senior Butler to join our team at Raffles Bali. The successful candidate will be responsible for providing exceptional service to our guests, ensuring their stay is memorable and enjoyable.

Key Responsibilities:

• Support the Front Office Manager in managing and organizing the Front Office team to ensure service and product quality standards are met.
• Be the champion of the membership program for the resort and share training with other colleagues on information related to the membership program.
• Responsible for planning, directing, controlling, coordinating, and participating in the activities of all personnel engaged in guest-related activities in Front Office.
• Responsible for the operation of the Front Office department, overall condition and maintenance of the property, repair and upkeep of furniture, fixtures, equipment, installations, systems, and buildings of the Hotel.
• Monitor Front Office personnel, particularly the Butler team, to ensure guests receive prompt, cordial attention and personal recognition at all times, especially for special attention guests and VIPs.
• Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue by setting up targets and driving the team to achieve the upsell program for villas and in-house activities.
• Promote internal hotel sales and in-house facilities and monitor Front Office Marketing techniques in line with Resort's Sales and Marketing Program.
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
• Implement system recovery procedures when needed, interpret reports, and share the necessary information with relevant departments for improvements.
• Monitor and control the VIP amenities, ensuring they are fresh and of high quality.
• Conduct comprehensive monthly departmental meetings to include a review of procedures and events that warrant special handling and detailed information.
• Communicate to the General Manager or his/her delegate all information likely to be of interest, such as the expected arrival and departure of VIPs and other pertinent information.
• Maintain all procedures and adhere to them within the guidelines, particularly with emphasis on hotel credit policy.
• In conjunction with the Emergency Response Team, prepare emergency procedures upon advice from relevant authority covering emergencies such as Fire, Power Outage, Bomb Threat, Cyclone Warnings, Tsunami, etc.
• Work with Housekeeping and Finance in the preparation and monitoring of the Rooms' and FO budget and forecast.
• Management Responsibilities:
  • Prepare efficient work schedules for Front Office Staff, arranging holidays and vacations, considering project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
  • Work with Front Office Manager on manpower planning and management needs.
  • Ensure implementation of the hotel vision in the Front Office department and regular business action plans.
  • Ensure that all policies, procedures, and rules set by management are adhered to by staff in the Front Office department.
  • Maintain inter-departmental relationships to ensure seamless customer service.
  • Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture of departmental colleagues.
  • Preventive Maintenance:
    • Support Engineering and Housekeeping Department for the preventive maintenance program to ensure progress and reschedule blocking if necessary.
    • Directly responsible for the maintenance of the assets in Front Office, including Buggy and Hotel Vehicle regular maintenance.
  • Hotel Safety and Security:
    • Responsible for hotel safety and fire standards, ensure regular checks, and that safety standards and emergency procedures are followed.
    • Ensure that all fire equipment in Front Office is in proper working condition (detection equipment and fire-fighting equipment).
    • Ensure regular fire drills are conducted in cooperation with the security department to ensure guest communication is in place to avoid complaints.
    • On-call 24/7 availability given the nature of the position and the importance of safety and security towards colleagues, guests, and assets.

Requirements:

• Diploma or Bachelor Degree in Hospitality.
• Minimum of 3 years relevant experience in Front Office.
• Butler knowledge is a must.
• Knowledge of local regulations related to Hotel Operation is a must.
• Graduation from Butler Academy will be an advantage.
• In-depth knowledge of hotel property management systems, monitoring guest requests, and other related systems in resort operations.
• Good communication and organizational skills, ability to analyze and solve problems, capable of functioning well under stress and during emergencies, strong interpersonal and negotiation skills.
• Proven ability to organize and manage multiple jobs simultaneously.
• Demonstrated ability to manage and lead employees, experience with Talent and Cultures processes as they relate to direct reports (e.g., performance management, development, coaching, feedback, etc.).