Front Office Operation Has full awareness, manages and supervises all tasks of his/her staff.
Direct work assignments of supervisory and non-supervisory personnel.
Inform other operating departments of matters related to Butler operations, notably to ensure VIP status and other such information to Housekeeping, Engineering, Laundry, Sales, Food & Beverage etc Schedule routine inspections by Assistant Managers of all butler/Front office areas including occupied and non-occupied rooms.
Inspect guest rooms and pantries on a regular basis to ensure guest preferences are met Appraise appearance, discipline and efficiency of all staff under direct supervision.
Ensure consumption of resident supplies is under control.
Monitor and control relevant procedures including lost and found, key control, etc Ensure Butlers deliver the Raffles touch by providing pro-active personalized service Ensure tactful up-selling is optimized and hotel products and facilities are utilized to the utmost by all guests.
Ensure butlers receive recognition for their efforts in the form of regular feedback Ensure long-staying/special-attention/occasion-celebrating/repeat guests are taken care of exclusively, paying particular attention to their needs and requests Co-coordinating with the Engineering Department about their routine maintenance of the equipment.
Overall controlling and supervision of the Department.
Training and coordination with supporting Departments.
Make reports and recommendations when required.
Supervise the Front Office/Butler team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
Maintain inter-departmental relationships to ensure seamless customer service.
Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out Approve upgrades and special amenities.
Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information Work with the Human Resource Manager to ensure the departmental performance of staff is productive.
Duties include: ?
Plan for future staffing needs and recruit in line with company guidelines ?
Analyses training needs of Butlers and develop training programmers' ?
Conduct probation and formal performance appraisals ?
Coach, counsel, discipline staff and provide constructive feedback to staff Adhere to OH&S policies and procedures and ensure all direct reports do the same Log security incidents and accidents in accordance with hotel requirements Work with the Finance and Director of Rooms in the preparation and management of the department's budget and P&L.
Team Management Interview, select and recruit Front Office employees Identify and develop team members with potential Conduct performance review with the team Constantly monitor team members' appearance, attitude and degree of professionalism Prepare detailed induction programs for new employees Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service Prepare payroll and gratuity reports Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication Other Responsibilities Maintain complete knowledge of all food & beverage services, outlets and hotel services/features Be well versed in hotel fire & life safety/emergency procedures Attend all briefings, meetings and trainings as assigned by management Report for duty on time wearing clean and complete uniform at all times Maintain a high standard of personal appearance and hygiene at all times Perform other reasonable duties assigned by the Management of the Hotel Main Complexity/Critical issues in the Job Maintain highest standards and quality of service in the respective areas of butler Qualifications Degree in Tourism & Hospitality Management Minimum 5 years experience in a similar capacity in a luxury hotel environment with 3 years at an Assistant manager Level.
Excellent reading, writing and oral proficiency in English language Ability to speak other languages and basic understanding of local languages will be an advantage Good working knowledge of MS Excel, Word, & PowerPoint #J-18808-Ljbffr
