Butler | Rose Wood

To observe guests personal preferences and habits and to anticipate their needs using the utmost discretion. Be the link between the guest and the hotel; 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. Be responsible for gathering preferences and information so the guest recognition is ensured for his next visits; keep a critical eye on room cleanliness and pantries and have a thorough knowledge on the functioning of room features, hotel facilities and equipment. Maintain Rosewood high standards of service and hospitality at all times.

Essential Functions

·        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.

·        Provide a courteous, professional, efficient and flexible service at all times. Be well groomed, clean and pleasant.

·        Report for duty on time in accordance with company policy and adhering to grooming standards, for the shift handovers.

·        Have a full knowledge of the company philosophy, core values, responsibilities, daily activities of the day and all about the hotel facilities such as Spa, Restaurants, and Gym etc.

·        Follow all the guest needs until they are completed to the total guest satisfaction and Rosewood Standards.

·        Review arrival and departure reports for accuracy and completeness.

·        Reach out to guests prior to their arrival to arrange their personalized itinerary ensuring all transportation, dining and activities are booked in advance as much as can be to avoid disappointment.

·        Work along with the Rooms Coordinator on room allocation accordingly to preferences of the guests.

·        Ensure all the guest amenities and special requests are in the room/suite prior to the guests arrivals.

·        Inspect the Clean Status of the suites for the VIP arrivals, room moves in coordination with Housekeeping.

·        Ensure you are present to meet and greet guests in the lobby.

·        Assist with check in and check out process.

·        Ensure that glitches are fully investigated and resolved in a timely manner.

·        Ensure that the guests are informed about action taken to satisfy their requests or issues.

·        Follow up with guests daily to provide a personalized level of service.

·        Keep the guest’s agenda on a daily basis and have a track of the location where the guests are.

·        Provide regular updates through Teams Chat group for all known of guest’s movement, activity, plan, schedule, F&B order, special amenity, allocation change, room move, etc.

·        Offer services of unpacking-packing luggage.

·        Take care of the guest’s laundry, pressing and dry-cleaning with coordination of valet service.

·        Maintain guest room and wardrobe in a neat and tidy fashion.

·        Coordinate with housekeeping to ensure welcome amenities are in room prior to arrival.

·        Coordinate with the front desk for speed check-in & check-out as per guest request.

·        Inform the housekeeping department of the time desired for the daily cleaning and turn-down service.

·        Make aware all the hotel departments about guest allergies and food preferences.                                                                                                                                                                                                           

·        Be fully aware of all services and facilities offered by the hotel.

·        Be fully aware of new promotions, Menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures.

·        Be fully conversant with accommodation features: lay-out, room type, location décor, in room facilities and equipment.

·        Have a thorough understanding and knowledge of the use of the equipment such as Opera, Knowcross, Alice and any other necessary resources.

·        Have a thorough understanding of technical features of the rooms/suites.

·        Support the other departments such as Housekeeping, Concierge and Front Office with their duties when needed.

·        Operate and coordinate with relevant departments the in and out of the room and optimize service while the guest is away as often as possible.

·        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.

·        Fill out the internal communication forms (amenities form, guest profile forms, guest activities form) when needed.

·        Help with the update of the guest history in the system in registering all information collected.

·        Attend and contribute to necessary staff meetings, Departmental and Hotel training as scheduled and other related activities.

·        Carry out any other reasonable duties and responsibilities as assigned by superior with a positive attitude.