Rosewood Hotel Group Trang chủ

About Rosewood Hotel Group

Rosewood Hotel Group aspires to be the ultimate leader in luxury lifestyle, that creates desires and impacts everyone’s lives. The group is comprised of five inspiring brands – Rosewood Hotels & Resorts®, New World Hotels & Resorts®, Asaya and Carlyle & Co. Its combined hotel portfolio consists of 44 hotels in 20 countries with nearly 30 new properties currently under development. The group’s expansion is distinguished by its approach to creating strong, modern, and differentiated brands, its focus on design and innovation, and a commitment to a very bespoke and personal approach to hospitality.

About Residential Operations

Rosewood Residences is a refined collection of estate homes, luxury villas and serviced apartments carefully curated to enrich the lives of all who call them home.  To achieve this curation of experiences and elevated services, Rosewood Residences requires a dynamic team with a passion for people, and elevating services that meaningfully impact our homeowners and residents’ life’s. The Residence Butler will play a critical role, focusing on providing value and enhancing the living experience at a Rosewood Residences.

Impact of this role

The Overnight Residence Butler will be rresponsible for providing quality service in a friendly, natural, and courteous manner, ensuring owner satisfaction.  Promptly responds to requests and anticipates needs, including, but not limited to, making reservations, promoting internal and Rosewood and Rosewood Reserve experiences, manging itineraries, coordinating external and internal house staff on behalf of owner. Works closely with House Manager to provide impeccable service and ensure all public areas are staffed and in impeccable condition. Ensures best practices are in place and Rosewood Residence brand standards are followed.  Collaborates with all departments, steeping into assist when needed, never using the phrase “no” or “not my job”. Maintaining a safe and secure environment for all residence and associates and protect all assets and assure compliance with residential policies and procedures.

Key Responsibilities

·         Responsible for supervision of all aspects of the Overnight Butler functions, in accordance with residence standards.  Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff.

·         Greet and welcome residents, helping and personalizing every interaction when possible. 

·         Engage with residents in a sincere and meaningful manner.

·         Handle all residents’ requests with a sense of urgency at the highest level of professionalism.

·         Assist with inquiries regarding services and buildings amenities, hours of operations and events.

·         Assist with directions and/or recommendations.

·         Manage and track all incoming, outgoing mail and packages, including, but not limited to, dry cleaning, flowers, food deliveries etc.  Ensure all items are coordinated and delivered to resident’s unit / home.

·         Answer all incoming and internal phone calls, adhering to Rosewood standard telephone etiquette. 

·         Respond to all emails and texts from residents, with a sense of urgency and in a timely manner.

·         Maintain owner profiles and preferences, including homeowners’ details and communication preferences.  

·         Notify residents when visitors arrive, assuring all visitors are registered and authorized by to be on property, direct / escort to location as needed. 

·         Communicate with residents about any routine or emergency maintenance.

·         Follow-up with all requests to ensure work is completed on routine requests.

·         Assists with move-in orientation for new residents.

·         Provides general concierge services, locally and globally too, utilizing the Rosewood network.

·         Support travel needs, under the Rosewood Reserve program offering.

·         Coordinate arrival and departure needs, such as transportation, home provisions and setup.

·         Resolves services issues and ensures follow-up.

·         Monitor cleanliness, upkeep of amenity spaces and front lobby, drive, and public areas, assisting as needed.

·         Maintains any daily amenities, including setup, cleaning, and staging of public areas and Gym, as needed.

Administration

·         Maintains complete knowledge and complies with the HOA's policies and procedures.

·         Maintains a well-organized workstation with necessary supplies throughout shift, as well as administers the cleanliness of the building's entrance and lobby.

·         Maintains daily log and records using the appropriate systems and software.

·         Performs assigned administrative clerical, word and excel document work.

·         Assures all pets, vehicles, motorcycles, and bicycles are properly registered and logged.

·         Maintains a log of temporarily available parking spaces for resident guests and visitor use.

·         Maintain a log of visitors and /or workers on site.

·         Manages and keeps a status log for all storage lockers.

·         Attend and participate in designated /department meetings and trainings. 

·         Update the owner’s database.

·         Maintain and update services menu and vendors contact list.

Safety

·         Monitors all property access points (gates, garages, doors, elevator) through the operation of Closed-Circuit Television where applicable.

·         Reports all suspicious activity to proper authority to ensure continued resident safety.

·         Immediately contact emergency maintenance personnel if an emergency maintenance situation develops.

·         Follows safety procedures and maintains a safe work environment.

·         Helps maintain a safe and secure environment throughout the building.

·         Walks the building premises monitoring and report any repairment or improvement needed.

Other

·         Works with housekeeping to ensure public areas, elevators and entrance are in tip top condition.

·         Help show visitors / potential residents the property and promote the services offered.

·         Help organize guest activities and prepare all necessary set-up.

·         Record important information in the guest profile for reference including personal preferences, interests, complaints for everyone’s reference.

·         Co-ordinate with other departments to tackle any guest’s issues.

·         Train new associates in all basic skills including telephone skills and greeting skills.

·         Ensure grooming and appearance of the team members following Rosewood’s guiding standards.

·         Promote teamwork and collaborative spirit among team members.

·         Foster team understanding of Rosewood core values.

While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Critical Skills & Qualification

Required Skills and Qualifications

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 residence 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

·         Good phone etiquette and communication skills.

·         Able to answer phones with a positive attitude and disposition.

·         Able to read and understand instructions, safety rules, etc.

Education or Certification

·         High school diploma or equivalent

·         Hotel or residential certification or degree

Language

·      Required to speak, read, and write local language, with fluency in other languages preferred.

Physical Requirements

·          Must be able to endure various physical movements throughout the work areas, stand, walk, and sit for long periods.

·         Reach up and down, remain stationary at times throughout work periods, lift at a minimum 50 pounds, and satisfactorily communicate with guests and co-workers to their understanding.