Manager - Butler Services

Know and understand the resort’s facilities and services

Monitor guests’ preference profiles and track their likes and dislikes

Conduct property tours upon request

Ensure the accuracy of guests’ accounts and payments against sales records

Accept any other duties and responsibilities assigned by the Director

Coordinate with relevant departments to satisfy guest needs

Greet VIP guests at the airport when required, including the greet and farewell identified guests upon arrival and departure

Oversee guests’ restaurant reservations, spa bookings, show tickets, sightseeing and limousine service

Anticipate and respond to guests’ requests and handle complaints promptly and to their satisfaction

Execute corrective action if necessary and ensure follow-through if no immediate solution can be found

Provide feedback to guests’ recommendations, share their ideas with staff and management and include in planning and operations

Establish a rapport with guests and build professional relationships

Ensure the team meets or exceeds guest service goals

Assist in designing departmental training and writing operating procedures

Provide supervision, direction and leadership to the team to achieve department goals

Conduct daily briefings and review arrival/in-house guest profiles, disseminate company information, and any other pertinent information to Butler Services Team

Assist to hire, train, supervise, and manage Butler Services and support staff

Coach, motivate, counsel and evaluate staff and encourage their participation in decision-making

Oversee scheduling of rosters and breaks and ensure manpower meets demand

Manage and approve time and attendance records in a timely manner

Delegate tasks fairly and equitably among the team and promote teamwork

Identify and develop each Team Members’ individual strengths to maximize team performance

Test and correct any deviations from service procedures swiftly through on the job training

Assess service standards and arrange training sessions and refresher courses for staff in coordination with the Trainer

Provide ongoing staff motivation and team development

Develop and share your vision for the department

Maintain effective communication with all Team Members by providing written and verbal translations

Monitor Team Members’ manners and grooming according to Company standards

Promote a work environment where employees feel valued, appreciated, involved, equal and safe

Report daily progress to the Director

Monitor industry and market trends and recommend adjustments to services, pricing, and Team Member wage levels accordingly

Interact with Department and Company Team Members, management, and contractors professionally and positively

Attend Department and inter-Department meetings and share relevant information

Encourage good relationships, promote team spirit, and ensure effective two-way and multicultural communications

Adhere to the Company policies and procedures and comply with the Code of Conduct

Remain well-mannered and well-groomed as per Department and Company standards

Follow health and safety standards and strive for constant improvement to avoid health and injury hazards

Participate in the Company recycling program and follow a strict discipline to reduce, re-use and recycle wherever possible