Butler
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Key skills for this role
About the Role
Sofitel is seeking a Butler to provide personalized luxury service to Club Millesime guests. The role involves welcoming guests, managing room amenities, coordinating concierge tasks, and ensuring exceptional guest satisfaction.
Key Skills for This Role
Responsibilities
- Provide personalized service to Club Millesime guests, ensuring uncompromising cleanliness and adherence to hotel standards.
- Greet and escort guests, manage in room check in, and assist with luggage unpacking and room amenities.
- Perform concierge tasks such as restaurant bookings and in room dining orders.
- Handle guest complaints professionally and ensure guest satisfaction.
- Coordinate with other departments to fulfill guest requests and maintain guest profiles.
Requirements
- Previous experience in a luxury hotel butler or similar role
- Excellent communication and interpersonal skills
- Ability to handle guest complaints professionally
- Knowledge of health and safety regulations
- Flexibility to work shifts including weekends and holidays
Full Job Posting
Job Description
- To act as a hotel ambassador, providing personal service to all Club Millesime guests.
Main Duties
- Provide uncompromising levels of cleanliness and abide by health and safety regulations.
- Use appropriate materials and equipment for butler service operations.
- Remain in close contact with guests, interacting whenever possible.
- Respect guest privacy and confidentiality.
- Assist and coordinate daily activity with Club Millesime Lounge team and Butler Supervisor.
- Personally greet and escort guests.
- Manage guest complaints professionally and record them.
- Check details of all Club Millesime reservations 24 hours prior to arrival.
- Prepare pre assigned rooms as per guest preferences.
- Provide warm welcome with Champagne or alternative beverages and chilled towel.
- Assist with in room check in, handling passport and credit card.
- Offer assistance with unpacking, pressing, shoe shine, and bath preparation.
Financial And Revenue Responsibilities
- Provide proper information through PMS during check in and check out process.
- Follow appropriate SOP and training to align with financial requirements.
Training and Human Resources
- Attend trainings and meetings as required.
- Read and understand hotel's Employee Handbook and adhere to rules and regulations.
- Ensure workplace free of discrimination, harassment and victimisation.
- Treat complaints of harassment and discrimination promptly and confidentially.
- Treat customers and colleagues from all cultural groups with respect and sensitivity.
- Identify and deal with issues which may cause cross cultural conflict or misunderstanding.
Guest Service Responsibilities
- Provide personal service to all Club Millesime guests.
- Remain in close contact with guests of the Club Millesime lounge.
- Personally greet and escort guests.
- Manage guest complaints professionally.
- Be fully aware of VIPs in house and keep trace of them.
- Update details of all Club Millesime reservations 24 hours prior to arrival.
- Provide warm welcome of guests in the Lounge at any time.
- Perform food and beverage handling duties as per Club Millesime Lounge concept.
- Perform secretarial, receptionist, and concierge duties with good knowledge of technical equipment and hotel management system.
Miscellaneous
- Report for duty punctually wearing correct uniform and name tag.
- Maintain high standard of personal appearance and hygiene.
- Provide friendly, courteous and professional service at all times.
- Maintain good working relationships with colleagues and all other departments.
- Comply with local legislation as required.
- Respond to any changes in the department as dictated by the needs of the hotel.
- Be flexible and extend job duties as assigned.
- Comply with every reasonable request from hierarchical supervisor(s).
- May be assigned to other duties as required by business levels.
General Duties Health and Safety
- Ensure all potential and real hazards are reported immediately and rectified.
- Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
- Ensure all emergency procedures are rehearsed, implemented and enforced.
- Ensure safety of persons and property within premises by applying Hotel Regulations.
- Ensure all staff work in a safe manner.
- Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies.
Confidentiality
- Ensure confidentiality and secure storage of all intellectual property and data bases.
- Adhere to Accor Internet and Email policy.
- Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment.
To Be Fully Conversant With
- Hotel fire procedures
- Hotel security procedures
- Hotel Health and Safety policy and procedures
- Hotel Facilities and attractions
- Hotel standards of operation and departmental procedures
- Sofitel Keys of Luxury and Appearance guidelines
- Sofitel 'BE Magnifique' vision and its corresponding strategies
- Methods of accepted payment of the company
- Short and long term company marketing promotions
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