Job Responsibilities
1. Accomplish Day to Day Operations
- Perform VIP Guest Meet and Greet for Arrival, In-stay and farewell process according to the set standard.
- Up to date of internal promotions and be familiar with in the local community, famous events in town and local offerings. Appropriate recommendations can be made to guests to enhance their stay in MBS and Singapore. Recommendations can be made to guests to enhance their stay in MBS and Singapore.
- Assist with day-to-day operations eg. Run the Pre-Arrival emails and reply.
- Be familiar with the set-up and functionality of all equipment in the suites
- Coordinate with the Butler Supervisors for the schedule and side duties of the butlers
- Liaise with other relevant departments such as Housekeeping, In-Room Dining, Bayfloral etc. in daily operations
- Attend to service the suites and other assigned areas as needed, including but not limited to: food & beverage service, restocking product, equipment and supplies
- Respond to guest requests and answer queries; able to do a quick research if answer is not readily available
- Adapt to changes and adhere to ensure adherence to organizational operating procedures and service standards.
- Lead the sub-section in the department such as Private Bar, Glassware, Housekeeping, etc.
- Work closely with relevant departments such as Front Office Groups, Guest Relations, Paiza Services, Housekeeping, Facilities and In-Room Dining and any F&B venue to prepare and execute accordingly for Suite/VIP Guests.
- Assist to monitor butler pantry supplies and equipment inventory.
- Assist to monitor maintenance of butler suites, facilities and equipment by updating the Suite Adoption: check defects, raise FCS, deep cleaning; check equipment.
- Able to identify what is needed for operation and share feedback to the Supervisors or Manager
- Mentor new Butler candidates, coach on the Butler process, standards, concerns
- Able to take responsibly as Tower in charge in absence of Supervisors
- Able to allocate manning as per Guest requests/ preferences
2. Perform Service and Operational Excellence
- Exhibit exceptional customer service at all times to guests and fellow employees
- Collect and update guest personal information, preferences, practices and interests to ensure accurate guest profile and history is updated on Guest profile in individual folders and Opera system
- Recommend new ideas to enhance guest experience and revenue generation.
- Update services and identify potential challenges based on Guest experience
3. Apply Operational Risks
- Be aware of OSHA (Occupational Safety and Health Act), practices and reinforces safety guidelines.
- Report and document special incidents that command management’s attention; incidents may include vandalism, fight, fire, abuse, accidents, etc.
- Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department
- Respond emergency situations
- Able to understand Butler Services Risk assessment forms and assist the Manager on Duty to collect all specific details.
- Handle luggage/baggage lifting or other related requests such as moving the items or storing.
- Long period of standing, walking; seating or taking stairs may be required.
- Move operational equipment or other items may be requested. This includes constant movement with the Butler trolleys, pushing, carrying items.
- Able to perform under high stress level and able to deal with challenging Guests
4. Participate Employee Engagement
- Train the new Butler as a Mentor and ensure that proper mentoring is given throughout their probation period
- Practice well-mannered and groomed as per company standard at all times
- Demonstrate an enjoyment and enthusiasm for work through effective relationships with other Team Members/ Department by embracing OneMBS culture.
- Self -Motivate for continuous learning and development.
5. Involve in Documentation, Financial and report management
- Attend scheduled departmental meetings as required.
- Review systems and processes for workflow and productivity improvement.
- Observe the usage of supplies to ensure that it’s within budget and minimize wastage.
- Assist the Butler Supervisor with administrative duties as required
- Contribute ideas to and cooperate in the execution of strategic plan initiatives in support of the company vision, mission, value and guiding principles
- Actively involve to sustainability programmes to drive organisational green initiatives
- Perform any other duties and responsibilities as and when assigned by Management
JOB REQUIREMENTS
Education
- Minimum GCE O Level.
- Diploma or Bachelor Degree in Hospitality Management from a recognized institution is an advantage.
Required Experience
- Minimum 1 year experience in the same capacity
- Good guest relation and problem solving skills
- Good planning and execution skills
- Ability to manage time, organize, good communication and motivational skills
- Meet the attendance guidelines of the job and adhere to departmental and company policies
Required Knowledge
- Proficient in the use of Property Management System and all relevant property management systems such as FCS, LIS
- Basic knowledge in Microsoft Office applications
- Experience in exposing material both written & clear verbal communication: present their project tasks updated to Butler leadership team.
- General knowledge is recommended: F&B; local activities; world culture
Skills / Abilities / Presence
- Candidates must have a good command of spoken and written English, and any additional language is an advantage
- Pays attention to details and have strong customer service skills
- Mature, meticulous, resourceful, organized and able to work independently
- A team player and takes initiative to assist other Team Members when required
- Have impeccable follow-through; and “Can Do” attitude and mindset.
- Be willing to work any day and any shift
- Well-groomed and professional disposition.
- Self-confidence, able to engage in personal conversation with Guest in a professional manner
- Flexible mind-set and able to share ideas, projects to the team
- Computer skills is advised, able to run reports, create files and other documents
- Clear verbal communication skills
