Butler

Job Summary:

The Guest Relations Executive (Butler) is responsible for delivering exceptional service and ensuring the highest level of guest satisfaction throughout their stay. This role involves managing guest communication, coordinating with various departments, handling reservations, and maintaining operational excellence in line with hotel standards and policies.

Key Responsibilities:

• Communicate and assist guests from reservation, check-in, during stay, until departure with professionalism.
• Ensure the highest level of guest satisfaction by delivering exceptional service at every stage of the stay.
• Coordinate with Housekeeping and Engineering to ensure villas are in immaculate condition before guest arrival.
• Liaise daily with Food & Beverage and Housekeeping teams regarding current and arriving guest needs.
• Oversee villa cleaning and maintenance schedules to avoid disturbing guests unnecessarily.
• Promote in-house facilities and services to enhance guest experiences.
• Handle guest itinerary management including flight confirmations, dinner reservations, and tour arrangements.
• Assist other departments in addressing guest needs promptly and professionally.
• Support F&B operations during guest dining experiences to ensure consistency and personalized service.
• Maintain updated knowledge of all resort activities and events to assist guests effectively.
• Conduct training sessions for other departments as needed.
• Perform any other duties assigned by superiors.

General Responsibilities:

• Maintain high guest satisfaction scores at all times.
• Develop and implement Standard Operating Procedures (SOPs) and LQA standards.
• Conduct routine inspections of areas under supervision.
• Monitor and ensure the proper functioning and cleanliness of Front Office equipment, buggies, and vehicles.
• Collaborate with the Purchasing Department for sourcing items and maintaining inventory.
• Control costs and prevent property damage by managing resources efficiently.

Hotel Safety & Security:

• Ensure all fire detection and firefighting equipment in Front Office areas are operational.
• Coordinate with the Security Department to conduct regular fire drills and ensure guest communication is in place to avoid complaints.

Knowledge and Experience:

• Education: Diploma or equivalent qualification in Hospitality Management.
• Experience: Minimum 1 year of relevant experience in Front Office operations.
• Skills:
• Butler service knowledge (mandatory)
• Understanding of local regulations related to hotel operations
• Excellent communication, coordination, and organizational skills