Butler Supervisor - Doha Qatar - 427831 - Rosewood Hotel Group

Thông tin chung

Quốc gia/Khu vực

Qatar

Tỉnh/Thành phố

Doha

Vị trí

Rosewood Doha

BỘ PHẬN

Lễ Tân - Khối tiền sảnh

Loại công việc

Toàn thời gian vô thời hạn

Mô tả công việc

Job Summary:

Being the deputy in charge of the butler department. To work and lead the team of Butlers. To observe guests’ personal preferences and habits and to anticipate their needs using the utmost discretion. Be the link between the guest and the hotel; oversee the guest needs during his/her stay and help the guest with reservations, special requests, room and hotel orientation, bag packing and unpacking, laundry, shoeshine, etc. Be responsible for gathering preferences and information so the guest recognition is ensured for his/her next visits; keep a critical eye on room cleanliness and pantries and have a thorough knowledge on the functioning of room features, hotel facilities and equipment. Oversee the butler team and coach and mentor them on a regular basis. Maintain Rosewood high standards of service and hospitality at all times.

Essential Duties and Responsibilities:

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.
Monitor closely all expenses and when needed take actions to reduce them.
Monitor closely the inventories and keep a record of each item in the butler’s department.
Promote an upselling attitude at all times within the Team.
Monitor that all transactions involving revenue are well registered and dispatched to the correct department.
Prepare a purchase order for any special request for a guest for items not existing in the hotel.
Ensure that the standards of the company are maintained at a superior level on a daily basis.
Maintain complete knowledge of and comply with all departmental policies and service procedures.
Maintain a complete knowledge of facilities, timing, and products of the hotel.
Be fully conversant with promotions, rate and packages.
Review arrivals and departures for accuracy and completeness.
Review with each butler the arrivals of the day and the preferences of each guest.
Prepare the daily operation reports for butlers.
Review with each butler the daily operation reports and the follow-up of them.
Monitor VIP arrivals and greet guests when needed.
Escort guests to the suites and give suite orientation when needed.
Assist with check in and check out respectively.
Anticipate critical periods of the day and plan alternative solutions to best expedite these situations.
Give each butler the activity of the day and at the end of the shift review all the checklist and act accordingly.
Keep all the files in the department updated.
Prepare and create the monthly training schedule for the department.
With the help of the Assistant Director Rooms i/c Heart of House, provide the training for the butlers.
Maintain a record of all the training programs.
Prepare the monthly inventories for the items used in the butler’s department.
Establish the level for supplies and equipment. Complete requisitions to replenish shortage or additional items needed for the anticipated needs.
With approval of the Assistant Director Rooms i/c Heart of House, prepare weekly work schedule in accordance with staffing guidelines and labor forecasts.
Adjust the schedule to meet business demands, if necessary, with the approval of the Assistant Director Rooms i/c Heart of House.
Prepare and update the SOPs in the department with approval of the Assistant Director Rooms i/c Heart of House.
Conduct spot checks to each pantry and suites & Manor Club Rooms.
Cover the meal break when needed.
Conduct handover on daily basis with the associate.
Coordinate the amenities delivery to the suites & Manor Club Rooms.
Be fully aware of the general activity and special events in the Hotel.
Demonstrate schedule flexibility in response to the demands of business activities.
Ensure that the problems are tackled in a timely manner and those which could not have immediate solutions the Assistant Director Rooms i/c Heart of House must be informed at all the time.
Collect guest preferences from the butlers and ensure that these are recorded in Guests profile following Rosewoods standards.
Prepare arrival and departure gifts to be given to the guest.
Keep the department’s logbook updated.
Prepare the appreciation notes for butlers.
Ensure that the guest is informed by the butler about action taken to satisfy his requests or issues.
Be fully conversant with emergency procedures.
Monitor and ensure that the pantries and reception areas are clean and well maintained.
Keep track of reviews and appraisal in an individual file.
Organize regular tests, role plays within the department to ensure that the standards are highly maintained.
Ensure all closing duties are completed before associate leaves for the day.
Conduct ongoing training with existing associates.
Provide feedback to associate on their performances.
Monitor associate’s interaction with the guests, ensuring prompt and courteous service; resolve discrepancies with respective associate.
Inspect grooming and appearances, address if not appropriate.
Assign work duties to associate in accordance with Department procedures.
Ensure that the associates have the appropriate tools to perform their duties.
Promote positive guest relations at all times and build up rapport with internal and external guests to build up the recognition program.
Perform other duties as required.
Assist any other hotel departments when possible; help them in their duties.
Coordinate all initiatives to the appropriate hotel departments.
Report any defaults of safety or hygiene regulations in any areas.
Constantly lead by example to his/her team with punctuality, grooming standards, service standards, security procedures and guest interaction.
Follow all the guest needs until they are completed to the total guest satisfaction and Rosewood Standards.
Fill in the daily guest report and ensure any pending items at the end of a shift are handed over.
Keep the guest’s agenda on a daily basis and have a track of the location where the guests are.
Welcome the guest by the main entrance depending on the time.
Register and regular updating in SAG information Group for all known of guest’s movement, activity, plan, schedule, F&B order, special amenity, allocation change, room move, etc. – To the best of your knowledge.
Monitor guest preferences and ensure that these are updated following Rosewood standards.
Reports all disciplinary and grievance matters immediately to Assistant Director Rooms i/c Heart of House.

Standard Responsibilities:

Comply and adhere to the Rosewood company policies.
Take on other tasks in addition to the ones stated, in a reasonable framework.
Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.
Model the company’s culture, vision, mission, and core values at all times.

Confidentiality:

Whilst working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.

Health & Safety:

Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.
The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.
Report any defects in the building, plant, or equipment according to hotel procedure.
Ensure that any accidents to associate, guests or visitors are reported immediately in accordance with correct procedures.
Attend Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.
Be fully conversant with:

Regulations
Risk Assessments for your department
Hotel Fire & Bomb Procedures

Other:

The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.
As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

Giới thiệu về chúng tôi

Housed in two striking towers inspired by the coral reefs in the seas surrounding Qatar, Rosewood Doha and Rosewood Residences Doha will consist of an ultra-luxury hotel with 185 exquisite guestrooms and sumptuous suites, 173 serviced apartments for longer-term stays and 300 residences available for purchase. The hotel will be one of the city’s most dynamic culinary destinations with a collection of eight innovative outlets, including a bistro, lobby lounge, coffee shop/deli, three specialty restaurants, cigar lounge and a lifestyle entertainment lounge. Featuring a 1,500-square-meter ballroom, the property will showcase multiple private event venues, anchored around sleek interiors and state-of-the-art technology, which will transform ordinary events into the extraordinary. The hotel will also introduce Sense, A Rosewood Spa, offering total discretion and relaxation, along with a fitness center featuring state-of-the-art training equipment. Rosewood's signature Manor Club executive lounge concept will soar to new heights in Qatar and offer Club Room and Suite guests curated services with added convenience and privacy. Rosewood Residences Doha will also introduce 300 for-sale residential apartments, catering to global citizens who crave a lifestyle of authenticity fused with modern luxury. The residences will be complete with bespoke amenities, facilities and services to create the world’s pinnacle of private luxury living and contemporary style in Qatar.