Assistant Manager - Butler Services

Position Summary

The Assistant Manager – The Ritz Club & Butler Svcs will report to the Manager/Executive Manager of Butler team, who is responsible for managing the butler floor rooms and ensuring that the butler floor VIPs are so well taken care of that they keep returning to the Hotel. The incumbent will lead a team of Butlers and coordinate among all departments concerned to meet or exceed the expectations of the VIPs for a memorable stay experience.

Primary Responsibility

• In full control and ensure that the conditions of all the butler floor suites are consistently well maintained and equipped according to the company’s standard.
• In full control and ensure that the conditions of the butler pantry is well maintained and equipped.
• Maintains the communication logbook of his/her section.
• Conducts monthly meeting of his/her section
• Identifies training needs and conducts training sessions accordingly.
• Monitor expenditure for healthy P&L reports of his/her section.
• Reports directly to and communicates with the Manager/Executive Manager – Butler on all pertinent matters affecting guest service and Hotel operations.
• Provides functional assistance and direction to all departments.  Cooperates, coordinates and communicates with other Hotel departments as required.
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the Hotel.
• Responds to guest needs and resolves related problems.
• Supervises and directs Butler personnel.
• Supports and assists Butler personnel and all other Front Office sections during peak periods.
• Ensures VIP guests receive special attention.
• Inspects front of house and back of house regularly for cleanliness.
• Assists Management in greeting, rooming and sending off of VIP guests.
• Prepares efficient work schedules for Butlers, arranging holidays and vacations, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
• Monitors appropriate standards of conduct, uniform, grooming, hygiene and appearance of Reception staff.
• Provides input for staff General Meetings.
• Leading the team of butlers and ensure the policies, procedures and service standards are in accordance to the company standard.  
• To provide 24/7 personalized service at the highest level befitting the five star standard.
• To attend to all the wants and needs of the butler floor VIPs.
• Consistently seek new and innovative service initiatives to “wow” the butler floor VIPs.
• Ensures that all Butler equipment are accounted for and are always in good condition.
• Is fully conversant with all Hotel emergency procedures.
• Ensures front line staff is complying with sales techniques to maximize revenue.
• Evaluates staff and carries out performance appraisal as required.
• Is fully aware of the credit policy of the Hotel.
• Performs related duties and special projects assigned.
• Monitors Butler personnel to ensure guests receive prompt, cordial attention and personal recognition.
• Does everything possible to ensure that the guests depart the Hotel with a positive impression of the Hotel services.
• Assumes other duties assigned by Management as required.

Requirements

• Knowledge of Front Office, Housekeeping operations and Food & Beverage
• Minimum 2 years experience of Butler Supevisor in the Hotel industry
• Effective communicator both in written and spoken English, Cantonese or Mandarin. Knowledge of another foreign language other than the ones mentioned above is an advantage.
• Attention to details and highly anticipatory.
• Strong organizational skills