Villas Supervisor is accountable for supervising the daily operations of Villas to ensure maximum guest satisfaction and operational efficiency. Villas Supervisor has to operate the shift ensuring Villas contact centre duties, food & beverage service and the related Villa guest services are provided to VIPs in accordance with established service standards.

PRIMARY RESPONSIBILITIES:

• Ensure the provision of professional and timely customer service to our guests ensuring familiarity within all areas of Villas – Villas reservations and allocation, restaurant bookings, show ticketing, guest services, business centre services, handling of Villa dining food ordering and dispatch requests to all Butlers pertaining to guests’ requirement.
• Attend to the needs of the Villa guests.
• Provide 24/7 personalized service at the highest level befitting the set six-star standards.
• Have good knowledge of food and beverage selection, able to recommend food option and upsell products when applicable.
• Record and process requests accurately for our guests and customers and associated departments, utilising available systems and technology.
• Always keep guest information confidential and only discuss details relevant for service delivery.
• Provide food and beverage service according to standards operating procedures.
• Assist in the management, coaching and development of Butler to ensure competency and delivery of excellence service.
• Check pre-arrival setup to ensure follow based on guests’ preference and standard operating procedures.
• Exhibit exceptional customer service at all times to both guests and fellow team members when communicating instruction, information or advice ensuring the information is received in a timely manner and understood.
• Assist Villas Manager in managing the department according to the established standards.
• Prepare, administer and compile reports or other administrative duties as required in an accurate and timely manner.
• Liaise with Housekeeping and other related departments on daily operations
• Handle guest enquiry in courteous and efficient manner and report guest complaints or problems to Villas Manager if necessary.
• Ensure Villas Manager is updated of any relevant feedback from guests or other departments.
• Adhere to all company policies and procedures.
• Report accidents, injuries, unsafe work conditions and / or security issues to the superiors.
• Perform other reasonable job duties as assigned by superiors from time to time.
  

Qualifications

Experience

• 2-year experience in a supervisory role, Senior Butler or Executive Floors in a five-star hotel preferred.
• Knowledge of Front Operations, F&B and Housekeeping operations.
  

Education High school diploma or hotel related courses.

Skills / Competencies

• Effective communicator.
• Strong customer service skills and anticipating the needs of internal / external customers.
• Good command in both written and spoken in Cantonese / Mandarin / English.
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis.
• Ability to work on overtime when needed
  

Job

Butler Services

Primary Location

Macau SAR-City of Dreams Macau

Organization

City Of Dreams Macau