Job DescriptionThe Head Butler is in charge of the management of the Butler team, carries out managerial duties, and any other duties as assigned by management.
The Head Butler is responsible for achieving targets.KEY ROLES & RESPONSIBILITIESHave thorough knowledge of all SOPs for the Butler Service department.Understand local rules and regulations.Possess extensive knowledge of Opera PMS and online platforms used for daily task functions and task delegation.Be fully aware of Rixos Brand Standards and Values, with thorough knowledge of LQA, Forbes, and similar quality-oriented standards.Enforce Butler standards and procedures.Foster Ennismore Values: Excellence, Respect, Integrity, and Caring.Internalize Rixos Brand personality: Charming, Graceful, Thoughtful, and Welcoming.Go the extra mile to ensure every guest's needs are met and exceeded.Assist and support team members and other departments to ensure smooth operations.Create relationships with employees based on open and sincere communication, leading to long-lasting trustful relationships.Never fail the Top 5 Service Excellence:Look at meSmile at meTalk to meListen to meThank meManage and supervise department tasks to ensure guests receive prompt, cordial attention and personal recognition.Ensure guests receive the experience as detailed in SOPs and quality standards, aiming to achieve scores and goals set by management.Implement departmental strategies and action plans in accordance with the hotel's strategic and sales plans.Be accountable for driving and creating action plans for Butlers' performance in audits and KPIs.Conduct comprehensive monthly departmental meetings to review procedures and events.Plan operational procedures and organize recruitment.Plan the budget and yearly revenue targets.Conduct statistical, performance, and forecast reports.Practice up-selling of hotel products and facilities.Proactively handle any arising guest issues, coordinating communication between guests and staff, and following up to ensure complete service recovery.Direct work assignments of all staff under direct supervision and coordinate with other operating departments regarding Butler operations.Schedule weekly department shifts according to occupancy, VIPs, and training plans.
Organize leaves of absence and follow up on forms.Work on improvements to the quality of products and services.Provide regular feedback for all staff under direct supervision and ensure they receive recognition based on performance evaluations.Analyze guest feedback and provide strategic direction to continuously improve overall ratings.Lead and guide the Butler team to provide the best service to all team members.Ensure strong leadership practices to actualize an individualized approach to motivation and recognition processes.Transfer knowledge and responsibility to other team members to improve the team experience and create a shadow cabinet.QualificationsGood Housekeeping and Guest Relations knowledge.Minimum 5 years of experience as a Head Butler in a luxury hotel environment.Degree in Hotel Management is an asset.Strong interpersonal skills to coach, mentor, and inspire the team to perform at their best.
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