Executive Manager - Butler

Job Requisition ID: 14461

Function: Hotel & MICE Operations

Department: Banyan Tree Hotel

Team: Butler Services

Outlet:

Location:

氹仔 / Taipa

Description:

Position Summary

The Executive Manager – Butler is responsible for managing the Suites and ensuring that the Suites’ 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

• Directly manage all suites and luxury room types
• Inspire Butlers for service excellence
• Regularly initiate change on operation enhancement
• Work closely with all hotel managers to align service delivery standard and creative products up-to-date with corresponding hotel brand image
• Facilitate innovation and lead team leaders to implement change
• Lead workplace communication and engagement
• Foster initiative and enterprise thinking
• Develop VIP arrangement framework
• Manage professional relationship with internal and external stakeholders
• Demonstrate and influence team to have strong growth mindset
• Demonstrate proper social etiquette and lifestyle understanding
• Be knowledgeable about wines and spirits
• Identify training needs, develops formal training plans and implement training sessions
• Ensure VIP profiles are constantly updated and maintain confidentiality
• Ability to multi-task and establish priorities
• Identify areas of service shortfalls and use luxury Benchmarks such as Forbes Ratings Program to develop Best in Class practices and service standards
• Work closely with Housekeeping, Engineering, Front Office and all other supporting departments to ensure the delivery of customer experience excellence
• Fully embrace enterprise structure and be brand aligned
• Established Department Operating Manual and Specific Operating Procedures to ensure service excellence
• Keep abreast of the competition and to evaluate the evolving market trends
• Perform all functions as and when required by the management
• Ability to multi-task and establish priorities
• Develop team strengths, identify areas for improvement and coaching team members for their personal growth
• Coordinate closely with the supporting departments to ensure the delivery of highest level of guest experience in every touch points
• Ensure to company’s health and safety requirements are adhered by actively participating in OH&S activities to ensure that workplace hazards are minimized and the health and safety of all team members are valued
• Ensure to be fully conversant with all Galaxy Hotel emergency procedures
• Evaluate team members and carry out performance appraisal as required
• Ensure Service Excellence provided to all Visitors, Hotel Guests, VIP, Gaming Players, Diners etc
• Champion the brand and the world class Asian heart Service culture

Requirements

10 years or above work experience in hotel management with 2 years as a department head role in Butler or Guest services in a luxury five-star large scale operations (integrated resort environment experience could be an advantage)
University degree / diploma
Broad knowledge of luxury goods and habits
Strong leadership and team management skills
Resourceful, familiar with local resources could be an advantage
Excellent social skill and personnel management
Display a high level of commitment to customer services and team development
Solid working knowledge in hotel operations / guest services and ability to embrace change and inspire the team members
Languages: Good command of both written and verbal English (Cantonese or Mandarin could be an advantage)
Knowledge of foreign language other than the ones mentioned above is an advantage