Company Description
Raffles is a collection of luxury hotels and resorts worldwide, each distinguished by its luxury, elegance and residential charm. Raffles Hotels & Resorts are one-of-a-kind properties, each one a landmark in its respective city, positioned at the top of its local market and rated among the very best in the world.
Job Description
-
Lead and guide Butler team to provide best service to guest
-
Ensure strong leadership practices to actualize an individualized approach to motivation and recognition processes
-
Transfer of knowledge and responsibility to other team members to improve the team experience, and create a shadow cabinet.
-
Manages and supervises tasks of the department to ensure guests receive prompt, cordial attention and personal recognition
-
Ensures guests receive the experience as detailed in SOPs, quality standards and aims to achieve the scores and goals set by management
-
Implements departmental strategies and action plans in accordance with the hotel’s strategic and sales plans
-
Accountable to drive and create action plans of Butlers’ performance in audits and KPIs
-
Conducts comprehensive monthly departmental meetings to include a review of procedures and events
-
Plans operational procedures and organizes recruitment
-
Plans the budget and the yearly revenue target
-
Conducts statistical, performance and forecast reports
-
Practices up-selling of the hotel products and facilities.
-
Proactively handles any arising guest issues, coordinates and manages communication between guests and staff and follows up to ensure complete service recovery
-
Directs work assignments of all staff under direct supervision and coordinates other operating departments of matters related to Butler operations.
-
Schedules weekly department shift according to occupancy, VIPs, training plans. Organizes leaves of absence and follow up on forms.
-
Works on improvements on the quality of product and services
-
Provides regular feedback for all staff under direct supervision and ensures they receive recognition based on performance evaluations.
-
Analyzes guest feedback and provide strategic direction to continuously improve overall rating
Qualifications
-
University Degree
-
At least 5 years of experience in a managerial role.
-
Extensive knowledge of Butler Program
Additional Information
-
Oral and written fluency in English
