Responsibilities:

•              Demonstrates a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests

•              Bears a full and comprehensive knowledge of the Hotel, including all departments, services and outlets

•              Ensures personalized service is offered to guests during their stay

•              Acts as the reference team member for guests during their stay and ensures that all requests from guests are made possible or are followed up

•              Maintains a high level of communication and feedback within the department

•              Identifies and anticipate guest needs

•              Is continually proactive with in all areas of operation

•              Abides with all policies and procedures as stated in the Butler Services Policy Manual

•              Reports for duty punctually & in accordance to the issued department schedule

•              Adheres at all times to the hotel grooming and uniform standards

•              Assists with luggage delivery and collection

•              Provide Food & Beverage service in the Fairmont Gold lounge with the ability to handle plate, hand carried service

•              Prepares bar beverages and liquor pouring according to the guidelines given

•              Carries out general cleaning and checking for equipment in the Fairmont Gold Pantry

•              Warm up rooms according to Fairmont housekeeping standards checking that all room equipment are functioning

•              Reports guest complaints, requests and inquiries to Fairmont Gold Manager or Fairmont Gold Supervisor

•              Reports any unusual occurrences or requests to the Manager or Assistant Manager

•              Maintains the cleanliness and coordinates maintenance work with engineering department of all Fairmont Gold areas and equipment

•              Demonstrates a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests

•              Participates in the orientation, meeting, and training process of all colleagues assigned to Fairmont Gold

•              Possess working knowledge of the hotel Property Management System

•              Bears full understanding and knowledge of all in suite services, technology, amenities, functions and systems

•              Is responsible for the Butler Pantry’s on allocated floors. At all times ensuring that the Pantry and other related Heart of House areas are correctly stocked & maintained according to set standards

•              Collects designated telephones (and checks its working conditions), and working sheets

•              Attends daily shift briefings

•              Coordinates and liaises with the Butler team

•              Carries out pre-arrival interviews

•              Ensures that all procedures and responsibilities relating to the Greeting/Arrival procedures are adhered to

•              Assists and coordinates all in-room/suite guest needs and requirements

•              Refreshes the suites and coordinates daily Housekeeping service and evening service

•              Coordinates laundry and pressing collection and delivery

•              Reports any suite maintenance requirement according to standard procedures.

•              Coordinate delivery of all amenities and/ or gifts

•              Coordinates delivery of preferred newspapers and magazine to all suites

•              Coordinates replenishment of Refreshment Center, assisting with control via In-Room Dining

•              Ensures that all glassware, chinaware, and cutlery in the suite are cleaned, free of stains and presented as per standard

•              Sets-up any bottle of complimentary drink as per standard

•              Ensures a daily replenishment of good quality fruits, eventually, according to guests’ preferences

•              Ensures that the flowers are always fresh and displayed in fresh water

•              Ensures that guest supplies are replenished and displayed as per standard

•              Provides personalized guest service (Luggage packing and unpacking, shoe polishing, laundry collecting and delivery…)

•              Provides tea, coffee and beverage service to all suites (and other rooms as required)

•              Coordinates In-Room Dining order taking and delivery as required

•              Builds a rapport with all allocated guests and maintains interactions in order to facilitate guest recognition and obtain information regarding their preferences for guest history

•              Provides a continual source of information, help and assistance to all guests

•              Checks the Suites prior to the guest arrival

•              Coordinates all guest entertainment, activities, making reservations, and using Concierge as and when required

•              Ability to provide full itineraries of entire stay, with updates daily on evening service

•              Facilitate guest departure, coordinating between Reception and guest to gain final approval and payment

•              Checks room after departure for lost belongings

•              Up sells hotel outlets at every opportunity

•              Co- ordinates with Concierge for the storage of stowed away items

•              Liaises closely with Reception, Housekeeping, Valet, F&B, Concierge, and IT

•              Has up to date knowledge and has ability to assist with all common in room IT needs

•              Has a full and comprehensive knowledge of the Hotel, including all departments, services and outlets

•              Updates and maintains all guest History Files, including ProfilePlus

•              Assist in training of Housekeeping and F&B staff in the special needs of suite guests

•              Orders all necessary operating stock when necessary

•              To maintain amicable and co-operative working relations with other departments

•              To attend any courses Management may deem beneficial

•              Carry out other duties, directed by Management

•              Understands that business demands sometimes make it necessary to move colleagues from their accustomed shifts to other shifts.

•              Performs other additional duties and special projects at the direction of Fairmont Gold Manager

 

Qualifications:

•              Excellent verbal, interpersonal &communication skills

•              Must be a strong team player with strong departmental cooperation

•              Must be able to work well under pressure in a fast paced and constantly changing environment

•              Fluent in English and ***local language*** language with a third language as an asset

•              Must be able to handle a multitude of tasks in an intense, ever changing environment

•              Must be flexible in terms of working hours, and able to work with little or no supervision

•              Must have the ability to assess and make decisions based on strong analytical, problem solving skills

•              Must be able to maintain excellent professional presentation and grooming

•              High school diploma is necessary

•              Knowledge of computers including Microsoft Office products and Property Management System (Micros-Fidelio preferred)

•              A minimum of two years prior experience in related hospitality fields is necessary

•              Luxury five-star experience necessary

•              Prior formalised training as a butler is highly regarded

•              Butlers must be able to lift in excess of 70-pound loads 

•              Must be willing to work varied hours, including nights, weekends, holidays and split shifts (according to the needs of the guests). 

•              Must be able to stand for 90% of their scheduled time