Company Description
Raffles Hotels & Resort is a collection of award-winning luxury hotels located in vibrant destinations around the world. It is part of AccorHotels brands, which offers unique moments and diverse experiences in more than 4.100 addresses throughout 95 countries. From luxury to economy, each hotel shares a common, well-being and warm welcome.
Raffles Seychelles offers spectacular colleague accommodation, accompanied by world class facilities, transportation, uniforms, meals and boat tickets to and from Praslin/Mahé. The Resort features 86 luxurious villas, the award-winning Raffles Spa as well as several stylish and unique dining options.
We offer excellent career development and growth opportunities for our colleagues who have the talent, dedication, drive and passion to be part of a leading global luxury hospitality brand.
Job Description
Butler acts as a point of contact for the guest during their stay, assisting with any arrangements or requests of the guests and provides personalized service to ensure a flawless and memorable experience through the Raffles touch.
KEY ROLES & RESPONSIBILITIES
KNOWLEDGE
To have thorough knowledge of all SOP’s for Butler Service department
To have thorough knowledge of local rules and regulations
To have accurate knowledge of different room categories, private bar items and reading Opera PMS reports
Being knowledgeable on answering and directing phone calls
To have basic knowledge of PMS reports for daily task functions and online platforms used for task delegation
To be fully aware of Raffles Brand Standards and Values, have thorough knowledge on LQA, Forbes and similar quality-oriented standards
To adhere to Butler’s standards and procedures and enforce the same
SERVICE
Foster Raffles Values; Excellence, Respect, Integrity Caring
Internalize Raffles Brand personality; Charming, Graceful, Thoughtful, Welcoming
Go extra mile to make sure every guest needs are not just met, but exceeded.
Assist and support team members and other departments in order to ensure a smooth operation
Create relationship with employees that is based on open and sincere communication which leads to building long lasting trustful relationships
Never fail the Top 5 Service Excellence
Look at me
Smile at me
Talk to me
Listen to me
Thank me
OPERATIONS
Corresponds with guests for any requests or preferences prior to, during and following their stays and ensuring the guest basic information details is correct prior to arrival and any outstanding payment prior to arrival is noted.
Regularly attends department line-ups and meetings to communicate any pertinent information and to assist in any needed activity.
Attends training sessions, performing related duties and special projects assigned as required.
Manages and exceeds guest expectations
Handles and reports guest complaints to shift in-charge.
Inspects arrival rooms to make sure all standards are met.
Inspects occupied rooms to deliver the Raffles touch by providing proactive personalized service and exceeding expectations.
Keeps track of all due out and stay over DND rooms
Cleans, maintains and ensures the upkeep of guest minibars and butler minibar storerooms and reports any maintenance faults
Ensures all unattended valuables and inside guest rooms are noted and Butler Administration Officer is informed about the same.
Communicates with Private Dining on a regular basis to ensure amenities, guest preferences and other such points are taken care of and carried out flawlessly.
Ensures that repeat and long stay guests are greeted regularly and the profiles are updated.
Decorates rooms for kids and special occasion rooms and provides special attention to such reservations.
Realizes the multi-cultural nature of guest profiles and provides personalized service accordingly.
Takes regular inventories of all items and informs butler admin supervisor for any fresh stocks required.
Provides additional services such as laundry, packing and shoe shine service and ensures that special preferences of all guests are taken into consideration.
Ensures smooth handover of daily activities to next shift to avoid any pending guest request for the day.
Practices up-selling of the hotel products and facilities, ensuring all relevant documentation such as disclaimers forms are signed by the guests prior.
Provides in-room check-ins and room orientations for guest comfort
Provide in-room check-outs and ensure guest bills are clear, all postings align with the guests stay and consumptions.
Ensure during check-outs all bills is left clear of any pending payments inclusive of the agencies outstanding balance. E.g. closing of city ledgers.
Assis the guest with any cash related queries they have (e.g. petty cash, paid out, currency exchange etc.)
Be up to date with any work-related operational requirements such as food safety, first aid training & fire safety training but not limited to these.
Have an understanding and be able to perform small operational duties such as wine service, cocktail making (limited to Invilla welcome drink service), bed making, helicopter training compliance, special food and beverage set ups such as sundowner.
Greet and meet with the guest during arrivals which may include airport pickups depending on VIP level, and driving the guest on the property to any required destination, as well as departure.
Complete traces to ensure no follow ups are pending
Understand the credit limit report
VALUES
Respect – We respect each individual and the environment in which we operate.
Excellence – We make genuine connections, and we cherish every opportunity to make the people around us feel special.
Belonging - We celebrate our differences. We support each other and we always stand together.
Empowerment – We have authority to take initiative and anticipate moments that create unforgettable experiences.
Integrity – We build trust through mutual respect and being authentic.
JOB SPECIFICATIONS
DESIRABLE
PHYSICAL
Neat appearance
Articulate
Good Posture
LANGUAGES
Oral and written fluency in English
Local language
Other languages
DISPOSITION
Leadership;
Relationships;
Character;
Potential
Ability to motivate and lead
Strong interpersonal skills
Attention to detail
Multitasking
Qualifications
QUALIFICATIONS
At least 2 years of experience in a similar capacity role.
3 or more years’ experience in a similar role
University Degree
Housekeeping, Food and Beverage or/and Guest Relations knowledge
Knowledge of Opera Property Management System
Additional Information
Oral and written fluency in English
Friendly
Displays initiative
Team player
Customer/people oriented
Responsible and helpful
