Supervisor - Butler Services

Position Summary

Butler Supervisor will report to the Assistant Manager – Butler, who is responsible for leading a team of Butlers. Lead Butler responsible for ensuring that the stay experience of the butler floor VIP guests are memorable, exceptional personalized service are extended to the guests and all guest needs are handled in a prompt and efficient manner; consistent with the Galaxy Macau’s established standards and procedures; coordinating, mentoring and training the butler team to provide professional, courteous and efficient service.

Primary Responsibility

• Reports directly to and communicates with the Assistant Manager – Butler on all pertinent matters affecting guest service and Hotel operations. • Responsible for coordinating the butler team based on guest requests and business demand. • Responsible for motivating and mentoring the butler team • Prepares suites for arrival by creating the atmosphere and setting the appropriate amenities. • Responsible for excellent menu knowledge of all food and beverage outlets. • Maintains guest preference profiles and tracks guests likes/dislikes. • “Punches” all butler floor suites to ensure everything is in working order. Informs Property Operations when applicable. • Keeps butler team well mannered and groomed as per company standard at all time. • Maintains exemplary departmental standards of behavior and appearance and attitude at all times. • Is thoroughly aware of arrivals and departures of each day with emphasis on VIPs and groups. • Is responsible for training the butler team in the day to day tasks. • Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the Hotel. • Responds to guest needs and resolves related problems. • Ensures VIP guests receive special attention. • Ensures front of house and back of house regularly for cleanliness. • Ensure that the conditions of all the butler floor suites are consistently well maintained and equipped according to the company’s standard. • Ensure that the condition of the butler pantry is well maintained and equipped. • 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, and lead the butlers on the further action. • Consistently seek new and innovative service initiatives to “wow” the butler floor VIPs. • Ensures that all Butler equipments are accounted for and are always in good condition. • Is fully conversant with all Hotel emergency procedures. • Is fully aware of the credit policy of the Hotel. • Performs related duties and special projects assigned. • 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

Experience • Experience working as a Butler or Executive floors preferred • Knowledge of Front Office, Housekeeping and Food and Beverage operations • Experience: Minimum 2 years relevant experience of Butler in the Hotel industry Education • Hotel related courses • Tertiary Education Skills / Competencies • Effective communicator both in written and spoken English, Cantonese or Putonghua. Knowledge of another foreign language other than the ones mentioned above is an advantage. • Attention to details and highly anticipatory.