Company Description

A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.

Job DescriptionTo ensure continual source of information, help and assistance to all guests.

 

Builds a rapport with the in-house guests on the floor and maintain interaction to facilitate guest recognition and obtain information regarding their preferences.Maintains and protects the privacy and security of in-house guests.Ensures all guests arrival and departure procedures are completed as defined in the Butler Services SOP manual.Always ensures smooth operations.Co-ordinates all operational departments to exceed guest expectations.Takes full responsibility for all operating equipment and working tools.Up sells of spa and dining experience within the hotel.Handles guest feedback efficiently.Employs discipline as required utilizing consistency, fairness and respect within the framework of established guidelines.Requires driving hotel buggies and pass the buggy driving test.Keeps the immediate supervisor fully informed of all problems or unusual matters of significance.Has a full comprehensive knowledge of the hotel, including all departments, services, and outlets.Ensures the butler pantries are maintained and operationally always prepared.Maintains open line of communication and co-ordinate with related departments to ensure guest requests and complaints are handled effectively and efficiently.Takes corrective actions when required to improve safety of all work areas.Maintain clear and effective communication with other hotel departments to ensure guest requests are fulfilled.Identifies and anticipates guests’ needs and requirements.Adheres to all policies and procedures as stated in the Butler Services SOP manual.Reports on duty punctually and in accordance with the department duty roster.Adheres at all times to the departmental grooming and uniform standards.Adheres to all hotel and company policies and procedures.Adheres to all hotel health and safety policies.Establishes and maintains seamless interaction, co-operation and communication with all guest services operations and hotel departments.Has full understanding and is knowledgeable of all in-room services, amenities and functions.Is fully proficient and knowledgeable with the hotel operating system (Opera).Ensures a full and complete shift hand over.Conducts daily standard and quality checks.Makes and recommends to senior management any suggestions and ideas that could enhance guest and staff satisfaction and quality of service.Performs other duties and responsibilities as assigned by senior management.Assist in assuring all standard service procedures are adhered to and carried out in detail.Ensure all arrival rooms are checked and ready prior to an arrival.Ensure all amenities are in place as per remarks and profile of guest.To offer welcome towels and serve welcome drinks to all guests on arrival.To complete a full room orientation for the guest on arrival including assisting guest with their luggage.Offer unpacking service on arrival and packing service for departure guests.Respond to guest requests e.g. urgent laundry / pressing requirements.To serve in-room dining service requests.To attend to guest complaints of room facilities.To offer shoeshine / laundry / pressing service.Offer evening turn-down service to guests, preparing the room for a comfortable night's sleep.To make restaurant recommendations and reservations.Ensure guest dietary restrictions or allergies are accommodated.Assist with arranging transportation, reservations, and other concierge services.Handle special requests, such as arranging room decorations, special occasion celebrations, or in-room spa services.Keep accurate records of guest preferences and special instructions for future visits.Constantly check the appearance, cleanliness of the rooms, and report any maintenance issues or room deficiencies to the appropriate department.To carry out specific duties or tasks assigned within a specific time frame.All discrepancies in billing of guest should be handled immediately. All discrepancies or voids should be countersigned with an acceptable explanation or bought to the attention of senior management.Must be familiar with all company policies and procedures relevant to their position.Must be fully versed in safety and emergency procedures.Stay updated on hotel services, amenities, and promotions.Participate in training programs to enhance your skills and knowledge.Always Maintaining the highest levels of hygiene and cleanliness.

Qualifications

Minimum 1 year experience in Butler role
good communication skills
Attention to detail
Multitasking & Flexibility
problem solving

Additional InformationPrompt and courteous delivery of all orders, maintaining a positive image through all each guest contact and through cleanliness of guest areas.Assure total guest satisfaction in the service of food and beverage through the supervision of prompt and courteous delivery of all Restaurants and Room Service ordersDuring shift, ensure that guests are satisfied by assisting with serving, seating, communication with kitchen, and by striving to speak to all guests.Assist in maintaining a highly motivated and well trained staffOpen and close shift in accordance with Manager’s Checklist.Train, maintain and enforce all Anantara Service StandardsProperly execute revenue and check control procedures on shiftMaintain a safe and sanitary work environment for all Associates and guestsGather and implement all proper tools for running shifts (i.e. schedules, floor plans, reservations, checks)Find solutions for problems such as call outs, last minute bookings, or any other daily problems that may arise.Be on the floor during entire meal period and ensure adequate coverageEnsure that only a quality product is being servedMaintain proper Associate uniform standardsManage an effective repair and maintenance program through the use of work orders, inspections, etc.Exercise station rotation to ensure stations are distributed fairly.  Handle daily Associate relations (i.e. scheduling, time adjustments, etc.)Assist any Associate in his/her job performance, when required, to ensure guest satisfaction.  Assist in implementing an effective training program for new and current associatesEncourage problem solving by Associates through proper training and empowerment, to ensure guest satisfaction.Establish effective communication with Associates to gain their trust and respect through his/her hard work.  Maintain fair and consistent counseling and/or disciplinary procedures in accordance with Anantara’s Guarantee of Fair Treatment PolicyIdentify and recommend incentive programs, new ideas, and methods of operation