Ref: OP226-09 Position Summary
The Manager, Butler is responsible for effectively and efficiently overseeing the VIP’s and Villa operations to provide unique and memorable experiences to guests during their stay. This position is also responsible for managing relationships with other departments in relation to guest requests and requirements and liaising with the Manager, Front Office regarding operational requirements. He / She also acts as a link between the guest and Hotel Management by reporting guest feedback in order to improve the service standards while implementing policies and procedures in accordance to City of Dreams Manila set service standards.
Primary Responsibilities:
- Oversees and supervises Butler operations and work flow to maximize guest satisfaction in order to gain loyalty.
- Ensures the provision of professional and timely customer service to our guests and customers, ensuring familiarity within all areas of VIP and Villas – villa reservations and allocation, transportation, restaurant bookings, show tickets, guest services, business centre services, handing of Villa dining food ordering and dispatch requests to all butlers pertaining to guest’s requirements.
- Takes orders on all guest requests and ensures accurate and timely processing in accordance with VIP’s and Villas concept and making appropriate suggestions to enhance the guest experience.
- Ensures quality standards and procedures are followed for VIP and Villa guests from the pre-arrival to their arrival during their stay through their departure.
- Meets and greets VIP and Villa guests and foster positive relationships between the management and the guest.
- Monitors the guest’s stay by ensuring the delivery of the highest standard of guest service do not only fulfill but to exceed guests’ expectations.
- Personally attends to the needs of VIP and Villa guests 24/7 as needed.
- Acts as a point of contact for VIPs and Villa guests.
- Demonstrates an awareness of the diversity of guest’s cultural backgrounds through the appropriate allocation of staff to meet guest requirements.
- Ensures VIP and Villa guests arriving by limo are met and greeted and are given a smooth and seamless check-in either in the lobby or guestroom and escorted following the Hotel’s established rooming process.
- Maintains readiness for service by being fully equipped, stocked, and up-to-date with relevant guest information.
- Ensures VIP and Villa guests departing by limo are met and escorted and are given a smooth and seamless check-out either in the lobby or guestroom and escorted following the Hotel’s established departure process.
- Reviews and prepares the next day’s arrival reports for VIP and Villa guests accorded special status ensuring that these guests are highlighted to be the management and colleagues for recognition purposes.
- Prepares equipment, station, stock, and floors for service.
- Prepares mis-en-place to meet anticipated demand and operating procedures.
- Maintains back-up supplies for anticipated demand.
- Updates guest information, preferences and profile details of VIP and Villa guests to action on.
- Maintains a complete knowledge of Hotel’s features, services, and hours of operation.
- Maintains current product knowledge of events and facilities of City of Dreams Manila including gaming, spa, recreation, food & beverage and entertainment to ensure guests receive accurate, timely information and advice.
- Reviews, improves, develops and implements Standard Operating Procedures (SOPs) for operations pertaining to Butler services and VIP / Villa Housekeeping, ensuring team members are well versed in expected standards and procedures.
- Assists in the management, coaching and development of Butler staff to ensure competence, performance and succession objectives are met. This includes conducting performance reviews and counseling of all staff in accordance with City of Dreams Manila’s Performance Management System.
- Ensures and personally conducts / facilitates proper training for staff in all areas of being a butler to ensure competency and delivering excellent service.
- Keeps track of training courses conducted for staff for the month and prepares a monthly training summary.
- Gives feedback to staff on performance issues through coaching and counseling.
- Has a working knowledge of OPERA (PMS), Excel, and Word. Ability to input and access data in the computer and basic typing skills.
- Maintains guest recognition programs data base ensuring guest preferences are observed and updated.
- Accurately records and processes requests for our guests, customers, and associated departments, utilizing available systems and technology.
- Prepares and organizes all welcome back notes and amenities for all VIP, and Villa guests as needed
- Liaises with relevant departments regarding guests logistical requirements and amenities.
- Contributes to the maximization of revenue within City of Dreams Manila by “upselling” rooms where appropriate to guests.
- Resolves and records all guest complaints immediately and follows up according to the Hotel’s established problem resolution recovery processes.
- Actively looks for opportunities to sell and upsell the Hotel’s limo and other transportation services to our guests in addition to rooms, spa, laundry, and the Hotel’s food and beverage outlets.
- Exhibits exceptional customer service at all times to both guests and fellow employees when communicating instruction, information or advice ensuring the information is received in a timely manner and understood.
- Carries out daily guest courtesy calls and log details in the establish log.
- Focuses attention on details and guest needs, remaining calm, courteous and warm.
- Establishes and promotes positive relationships with guests to delight and gain loyalty.
- Ensures the effective resolution of any issues raised by a guest either in person or by referring the issue to a more senior manager to ensure ongoing relations and rapport are not compromised with the guest.
- Actively obtains feedback from guests to improve services and facilities.
- Ensures manual operating procedures are implemented and understood during Opera downtime.
- Cooperates and coordinates with colleagues whenever necessary.
- Maintain good relationships with colleagues and contributes to team spirit.
- Attends daily briefings and ensures pass-on information is seamless.
- Attends scheduled employee training and periodic reviews on generic hotel training and departmental specific responsibilities.
- Adheres to all Company policies and procedures.
- Complies with Hotel’s uniform, grooming, and hygiene standards at all times.
- Adheres to set procedures for attendance and timekeeping.
- Ensures and maintains confidentiality of all guest’s information and pertinent hotel data.
- Looks out for any person behaving in a suspicious manner and informs security accordingly.
- Reports accidents, injuries and unsafe work conditions to supervisors.
- Always verify guest names before issuing keys.
- Ensures that master keys are handled with the utmost care to ensure the safety of our guests.
- Assists the Hotel Emergency Response Team in responding to emergencies; involvement is guided and / or limited per Hotel’s Emergency Procedures.
- Participates in the Company’s Corporate Social Responsibility program.
- Reduces waste materials and supplies by adhering to the Company’s guideline on re-using and recycling.
- Conserves water and energy when possible.
- Ensures work area is clean and neat at all times including the proper maintenance of all equipment, work areas, storage areas, fittings, fixtures, furniture and operating systems needed to perform your daily tasks.
- Ensures timely reporting of malfunctioning or maintenance deficiencies to appropriate area.
- Identifies best practices to be implemented in your own work area as well as throughout the hotel.
- Maintains the highest standard of professionalism, ethics, and attitude toward guests and colleagues.
- Recommends and/or execute management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign, or discipline employees.
- Performs other reasonable job duties as assigned by supervisors from time to time.
Experience
- Minimum 2 years’ previous experience is required as an Executive Club Level Concierge, Butler, or Guest Relations Officer in a 5 star luxury hotel, or similar.
- Minimum of 2 year in a supervisor position with understanding of VIP operations and equipment.
- Knowledge of Front Desk, F&B, and Housekeeping operations.
Education
- College degree or equivalent professional training, preferred.
Skills/Competencies
- Excellent interpersonal / presentation skills is advantageous
- Fluent in both written and spoken English. Multilingual, a plus
- Computer literate with OPERA (PMS), Word, PowerPoint, Excel
- Strong guest service skills and anticipating the needs of internal / external guests
Others
- Ability to stand and/or walk for an extended period of time during the shift
- Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
- Ability to work on overtime when needed
- Must be able to work indoors and be exposed to various environments such as but not limited to cigarette smoke and fragrances
Melco Crown (Philippines) Resorts Corporation (PSE: MCP) is a subsidiary of Melco Crown Entertainment Limited (SEHK: 6883; NASDAQ: MPEL), a developer and owner of casino gaming and entertainment casino resort facilities in Asia.
Melco Crown Philippines is currently developing City of Dreams Manila, an integrated resort in Manila, which is expected to open in 2014 and have six hotel towers, including an approximately 260-room Crown Towers hotel, the 321-room trendsetting Nobu Hotel Manila and other hotel with VIP and five-star luxury rooms, numerous specialty restaurants and bars, gaming facilities, a multi-level car park, as well as three separate entertainment venues, including Manila’s first branded Family Entertainment Center, a live performance central lounge inside the casino and a night club situated at the Fortune Egg – a unique domelike structure expected to become an iconic landmark in this part of town. |