Chief Butler | Rose Wood

To provide effective leadership to the Butler team, ensuring targets are met and exceeded both for the hotel and individual development. To provide an efficient, engaging, courteous and discrete service that meets or exceeds our operating brand standards at all times. To demonstrate the highest level of hospitality and professionalism and must act as an ambassador for the hotel, displaying a great sense of style and integrity. To ensure that the team is delivering an exceptional level of service with great attention to detail and outstanding customer service.

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 next visits; keep a critical eye on room cleanliness and have a thorough knowledge on the functioning of room features, hotel facilities and equipment.

Maintain Rosewood high standards of intuitive service and hospitality at all times.

Essential Functions

·        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.

·        Thorough knowledge of hotel services and amenities; ability to compute basic arithmetic; provide legible communication and directions; ability to ascertain departmental training needs and provide such training; direct performance of staff and follow up with corrections when needed.

·        Monitor closely the inventories on all operating equipment and supplies

·        Preparing purchasing orders for the department while adherence to a set budget

·        Ensure that the standards of the company are maintained at a superior level on a daily basis

·        Maintain a complete knowledge of facilities, timing and products of the hotel

·        Know all promotions, rate and packages.

·        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 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 process when required

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

·        Address any potential opportunities or concerns with clear directions and actions plans.

·        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.

·        Prepare weekly work schedule in accordance with staffing guidelines and labor forecasts. Adjust the schedule to meet business demands if necessary.

·        Manage holidays for the team ensuring operations are not impacted.

·        Be aware of the general activity and special events in the hotel.

·        Strive for good guest relations with external and internal employees.

·        Demonstrate and ability to interact at a high level with all the Directors and associates throughout the hotel.

·        Perform annual appraisals and punctual reviews as established by Talent & Culture.

·        Conduct ongoing training with existing associates by providing feedback, coaching and mentoring.

·        Monitor staffs’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective employees. Ensure LQA, FORBES and RW standards are met at all times

·        Inspect grooming and appearances, address if not appropriate.

·        Conduct handover with associates and review all information pertinent to the days business, assign primary position as necessary and perform inspections to each butler.

·        Have people management and supervisory skills to coach, guide, correct and train the team.

·        Monitor guest preferences and ensure that these are updated following Rosewood standards.

·        Reports all disciplinary and grievance matters immediately to Director of Guest Experience

·        Constantly leads by example to his/her team with punctuality, grooming standards, service standards, security procedures and guest interaction.

·        Motivate and lead the Butler team daily to think outside the box and create positive unforgettable experiences to the guest.

·       To Monitor that all calls are taken according to our guidelines.

·       To ensure amenities are delivered according to guidelines.

·       To monitor service delivery and carries out daily audits (Go Audit tool)