Company Description
Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.
Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.
Job Description
Position: Butler
Department: Front Office /Guest Services
Reports to: This position reports Duty Manager and his / her absence to Front office Manager
PURPOSE OF POSITION
To deliver day-to-day butler services to the Hotel’s guests in accordance with the Hotel’s established standards.
KEY ROLES & RESPONSIBILITIES
Maintain a highest level of service from the day of arrival and departure of the guest. The service is not limited check in and check out.
Ensure a through research is done through various platformed prior to arrival for the assigned villas and the same is shared with necessary departments / leaders prior to guest arrival.
Maintain professional communication with guests prior to arrival via email / WhatsApp as a form of introduction to elevate the level of experience.
Ensure guests receive prompt, courteous, pro-active and personalized service during their Raffles journey.
Clean and maintain all butler areas including occupied and non-occupied rooms, pantries, stores, equipment, perishables, stationary where applicable.
Run a villa inspection for assigned villas prior to arrival to ensure the highest standards are maintained including the villa set up according to the guest preference.
Check the expiry dates of all perishables and practice optimum usage of resources including Minibar prior to arrival.
Liaise with Private Dining and check on a regular basis to ensure amenities, resident preferences and other such points are taken care of and carried out flawlessly
Maintain appearance, discipline and efficiency at all times
Practice tactful up-selling of hotel products and facilities according to the target set by the Direct manager.
Ensure repeat guests are met and greeted on a daily basis and profiles are updated
Ensure long-staying/special-attention/occasion-celebrating guests are taken care of exclusively, paying particular attention to their needs and requests.
Ensure good regular communication amongst the team and managers related to guests.
Ensure proper communications are made with regards to guest issues, maintenance / feedback / challenges and the same is updated in the guest log book on daily basis before end of the shift.
Attend daily briefings and note information about guests and functions in the hotel and be familiar with daily happenings.
Fully understand the difference in guest levels (VIPs) and Room Categories
Respect guest privacy and do not discuss guests’ private information with colleagues
Ensure all unattended valuables and belongings inside guest rooms are noted and Supervisor is informed about the same
Report any Lost and Found to the Supervisor and Housekeeping Coordinator
Maintain all reports and records and meet deadlines
Actively promote excursion and activities through third party service to guests by ensuring the highest revenue is generated.
Provide prompt laundry service and shoeshine service, ensuring special preferences of guests are met
Check all items (amenities/ laundry etc.) before delivering them to the guests
Offer in villa check in / check out to individual guest based on the room availability for the day.
Assist with handling luggage for arrival and departures in the absence of drivers to ensure a seamless arrival / departure experience is Offred to the respective guest.
Preference / guest profiles in the system are updated by individual Butlers for their respective villas up on check in and ensure all the guest details are updated correctly.
Ensure the respective guests / assign villas are met during breakfast service and active planning is done for the day.
Guests are met when going on excursion and returning from excursion while transferring guest between facilities on the island are carried out with utmost care.
Be the main contact person for anything related to guests during the stay and ensure the highest level of personalized service is extended to the guest.
Create magical / special movements for the guest through out the stay with reference to “The Butler Did It “ campaign launched globally to make the guest feel valued and appreciated.
Guest history profiles are updated in opera up on guest departure by respective Butler.
A Proper handover process carries out to “Buddy Butler” and Managers when going on leave / end of shift / days off.
Communicate on departure details / room move / any appointments in the form of writing to ensure no appointment / arrangements are missed.
Do “bucket check” for all the assigned guest during the day to ensure bill accuracy is fully maintained.
Perform rebate / adjustment when necessary for the assigned guest while maintaining preapproval from respective Manager according to the set procedures.
Take the meal orders from guest and communicate, when necessary, based on the applicable meal period to ensure the heist of level experience is carried out for the guest.
Manage BEO for guest events for effective communication.
Handle payments / pre authorizations / paid outs / credit check for respective guests during their stay.
Actively promote the guest feedback channels to maintain a better score through Trust you, online channels as well Trip advisor.
Demonstrate discretion and courtesy when entering into the private space of guests.
Support front office operations to ensure all Raffles Seychelles guest are receiving the best experience during their stay and for a smoother operation.
Adhere to OH&S policies and procedures
PERSONAL ATTRIBUTES
Good organizational skills and engagement with guests
Ability to work a multi-cultural workforce
High level of integrity, enthusiasm, dedication and support for continuous improvement
Good knowledge of the entire Housekeeping Operations
Knowledge of Opera Property Management System preferred
Qualifications
QUALIFICATIONS
Post Secondary education
Good Housekeeping and Guest Relations knowledge
Minimum 1 year experience as a Butler in a luxury hotel environment
Degree in Hotel Management is an asset
