Butler

OVERVIEW/BASIC FUNCTION:
To be the link between the guest and the hotel; to oversee the guest needs during his stay and help the guest with: reservations, special requests, room and hotel orientation, bag packing and unpacking, laundry, shoe shine, etc. To be responsible for gathering preferences and information so the guest recognition is ensured for his next visits; to be responsible for maintaining high standards of the hotel when fulfilling his/her duties; to keep a critical eye on room cleanliness and pantries and have a thorough knowledge on the functioning of room features, hotel facilities and equipment .
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors. To observe guests’ personal preferences and habits and to anticipate their needs using the utmost discretion.

RESPONSIBILITIES:
· Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
· Ensure that standards are maintained at a superior level on a daily basis.
· Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
· Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
· Always maintain positive guest relations.
· Resolve guest complaints, ensuring guest satisfaction, using Sense of Pride Tool.
· Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
· Maintain complete knowledge at all times of:
a. All hotel features/services, hours of operation.
b. All room types, numbers, layout, decor, appointments and location.
c. All room rates, special packages and promotions.
d. Daily house count and expected arrivals/departures.
e. Room availability status for any given day.
f. Scheduled daily group activities / SAGs.
· Obtain assigned bank and ensure accuracy of contracted monies. Always keep bank secure.
· Meet with Supervisor/Manager to review daily assignments and priorities.
· Meet with departing Front Desk Agent to review business status and follow up items.
· Access all functions of computer system.
· Set up work station with necessary supplies.
· Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
· Promote positive guest relations to all individuals approaching the Front Desk.
· Process all guest check-ins with the compliance with CID regulations, Brand standards and LQA standards.
· Confirm reservation in system and review all noted information.
· For guests without a reservation, sell a room type agreed upon.
· Strictly comply with the GDPR and Data privacy policy and procedures.
· Ensure that guests most important data is collected and kept safely (Email address, mobile number, country of residence).
· Verify reservation information with the guest (departure date, room type).
· Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
· Assign guest room, according to the preferences. Attempt to upsell guests to higher room categories.
· Advice guest of any messages, mail, faxes, etc. received for them.
· Communicate services and amenities of the hotel to guests.
· Obtain proper identification for CID portal using scan.
· Direct Bell Person to escort guest and transport their luggage to the room.
· Maintain guest history files on all guests.
· Communicate SAG arrivals to designated personnel for escort and delivery of amenities.
· Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
· Handle overbooked or "walked" guests.
· Accommodate room changes.
· Document all guest requests, complaints or problems, using KnowCross system.
· Take record and relay messages accurately, completely and legibly.
· Accept and record wake-up call requests; deliver to Telephone Operators.
· Issue safe deposit boxes to guests and ensure security of keys.
· Distribute all guest and department mail.
· Monitor, send and distribute guest faxes.
· Document and confirm reservations and cancellations.
· Block rooms in computer and follow through on designated requirements.
· Pre-register designated guests and prepare key packets.
· Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
· Generate, print and distribute daily and weekly reports.
· Resolve discrepancies on the room status report with Housekeeping.
· Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
· Process all check-outs, in compliance to the LQA and Brand standards.
· Resolve any late charges.
· Present folio to guest and resolve any disputed charges. Encourage sending invoice over the email.
· Settle guest accounts correctly and efficiently.
· Retrieve guest room key from guest.
· Solicit guest comments on their stay.
· Process express check-outs.
· Handle requests for late check-outs.
· Conduct group check-ins/outs.
· Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
· Adhere to all cashiering procedures:
a. Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
b. Make change for guests.
c. Post charges.
d. Run closing reports.
e. Count and secure bank.
f. Complete designated cashier reports.
g. Balance receipts.
h. Drop receipts.
· Document pertinent information in the log book/Front Desk Checklist.
· Offers suites orientation to the arrival guests following all the LQA and Brand standards.
· Offers services as unpack-pack luggage.
· Takes care of the guest´s laundry, pressing and dry-cleaning with coordination of valet runner.
· Maintains guest wardrobe in a neat and tidy fashion.
· Arranges the fruit basket and amenities for arrivals and refills them on daily basis according to the guest wishes.
· Cutlery, glasses, dishes and napkins in the suites must be polished and totally cleaned before the guest arrivals. And all of the items must be perfectly folded and placed in the right position as per the standards.
· Polishes the guest shoes as per the set standards with the shoes tree in each pair of shoes.
· Delivers appropriate newspapers to the guest rooms.
· Coordinates with the front desk for speed check-out as per guest request.
· Informs to the housekeeping department the time desired for the daily cleaning and turn-down service.
· Aware to all the hotel about the guest allergies and food preferences, recorded through 360 Preferences program.
· To be fully conversant with all services and facilities offered by the hotel.
· To be fully conversant with new promotions, Menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures.
· To assists IRD with the food delivery.
· To assist the Guest during the medical service in the suite or in the hospital.
· To have a thorough understanding and knowledge of use of the equipment and techniques such as silverware and chinaware maintenance.
· To ensure that the Working space and surrounding area is kept clean and organized at all times.
· To perform all his/her duties with the same sense of priority and dedication
· To monitor operating supplies and reduce spoilage and wastage. To keep a friendly environment attitude at all time.
· To host and welcome all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous manner
· To serve our guests in a calm, discrete and courteous manner, respecting timing standards
· To support the other departments such as Housekeeping and IRD with their duties.
· To operate and coordinate with relevant departments the in and out in the room and optimize service while the guest is away as often as possible.
· To keep a critical eye during the process of room inspection and to report any default equipment.
· To anticipate guest needs, respond promptly and acknowledge all guests, however busy or whatever time of the day
· To assist the supervisor in organizing the amenities, supplies, equipment requisition according to business level and replenish shortage when necessary.
· To handle guest enquiries either by telephone or in person in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.
· In case of celebrities in the resort to get the final comments and signature on the VIPs hotel book.
· To farewell the guest outside of the suite at the check-out date.
· To fill out the internal communication forms (amenities form, guest profile forms, guest activities form.
· All other duties as required.
· Redirect phone calls to the appropriate department and take down messages.
· Accept all letters and packages, and distribute them to their appropriate departments.
· Monitor, organize and forward emails.
· Monitor office supplies.
· Show rooms to new interested guests
· Escorted guests to their assigned rooms, including transporting their luggage.
· Apply all standards to ensure a consistent of high quality of service to the guests
· Provide basic and accurate information in-person and via phone/email
· Assist Concierge with reservations request to ensure a seamless guest experience.
· Validate parking tickets.
· Upsell additional facilities and services like restaurant promotions and spa promotions
· Guide and train new joiners with the daily tasks
· Cover, assist and manage Manor Club operations whenever assigned
· Cover, assist and manager Front Desk shift whenever assigned
· Cover full time stay-in butler whenever assigned

QUALIFICATIONS:
· Experience: Previous experience as a Front Desk Agent, Butler.
· Education: High school diploma.
· General Skills: Must be able to perform job functions with attention to detail, speed and accuracy;
prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
· Technical Skills: Ability to input and access information in the property management
system/computers.
· Language: Required to speak, read and write English, Arabic with fluency in other languages preferred.
· Physical Requirements: Must be able to exert physical effort, endure various physical movements throughout
the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
· Licenses & Certifications: None required.