Executive Manager - Butler

Position Summary

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. 
• Is responsible for the PandL reports of his/her section. 
• Reports directly to and communicates with the AVP – Hotel Operations 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.
• Ensure 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

• Diploma holder in Hospitality Management or related disciplines.
• Minimum 5 years relevant experience in managerial level of Butler Services operations in luxury hotels.
• Strong leadership and team management skills
• Solid working knowledge in hotel operations / guest services and ability to embrace change and inspire the team members
• Customer oriented, Excellent Communication Skills, and Action Oriented.
• Good command of both written and verbal English and Cantonese or Mandarin