JOB SCOPE

Butler Services offer personalized service with commitment to create unforgettable memories for our Guest at Marina Bay Sands. It provides 24-hour Butler service to our 63 Suites. It is a position that requires attention to detail, self-confidence and multi-task skills as critical qualities in Butler service. The main duties include Butler specific tasks representing other department such as In-room dining and housekeeping into a single position. Butler role also serve as a personal assistant with proficient computer skills, a Concierge who eloquent to offer guest's preferred products and services. Butler is a one-stop service from simple tasks of proactively seeking assistance for repair to extravagant showcasing of creativity by organizing floral arrangements in the Suites or special celebration. The main duties of the Butler includes preparing the Suites for Arrival, In-stay and Departure Meet & Greet Guests around the property satisfying personal preferences and needs. Butler Services perform their duties with utmost purpose to make our VIP Guests happy and create unforgettable memories in most luxurious way.

Job Responsibilities

Accomplish Day to Day Operations

Perform VIP Guest meet and greet and farewell process according to the set standard.
Up to date of internal promotions and be familiar with in the local community, famous events in town and local offerings. Appropriate recommendations can be made to guests to enhance their stay in MBS and Singapore. Recommendations can be made to guests to enhance their stay in MBS and Singapore.
Be able to escort guests within MBS premises: Hotel Point A to the Suite point B or other locations accordingly
Offer Guest additional services to enhance the Butler personalize experience such as, hotel tour, suite rooming, explanation of services, unpacking and packing luggage.
Adapt to changes and ensure adherence to organizational operating procedures and service standards.
Work closely with relevant departments such as Front Office Groups, Guest Relations, Paiza Services, Housekeeping, Facilities and In-Room Dining and any F&B venue to prepare and execute accordingly for Suite/VIP Guests.
Attend to the needs and wants of the guests and ensure that they are fulfilled according to the set Standards and to guest's satisfaction.
Anticipate guest needs, respond promptly, maintain positive guest relations and ensure guest satisfaction at all times.
Service and clean all butler suites and rooms as well as provide turndown services.
Handle floral set-up as well as daily amenity arrangements for all butler suites and rooms.
Review in-house, arriving and departing guest suites and rooms on a daily basis.
Be familiar with the set-up and functionality of all equipment in the suites.
Take orders for in suite food and beverage, deliver and serve accordingly.
Respond to guest requests and answer queries able to do a quick research if answer is not readily available and professionally according to set standard.
Respond to guest requests and liaise with other relevant departments such as Housekeeping, In-Room Dining, Bayfloral etc. in daily operations.
Attend to service the suites and other assigned areas as needed, including but not limited to: food & beverage service, restocking product, equipment and supplies.
Attend to laundry, dry cleaning, ironing, mending and shoe polishing as needed
Run errands for guest as assigned including shopping, entertainment and flight ticket purchase, food purchase, deliveries and packages
Pick up and record all pertinent data, guest preferences into guest profile as needed

Perform Service and Operational Excellence

Exhibit exceptional customer service at all times to guests and fellow employees
Collect and update guest personal information, preferences, practices and interests to ensure accurate guest profile and history is updated on Guest profile in individual folders and Opera system
Recommend new ideas to enhance guest experience and revenue generation.
Update services and identify potential challenges based on Guest experience

Apply Operational Risks

Be aware of OSHA (Occupational Safety and Health Act), practices and reinforces safety guidelines.
Report and document special incidents that command management's attention incidents may include vandalism, fight, fire, abuse, accidents, etc.
Monitor activities in both front and back of the house report any suspicious characters, items and/or activities to Security Department
Respond emergency situations
Respond to guest requirements as long as they are safe, legal and economically sound
Able to understand Butler Services Risk assessment forms and assist the Manager on Duty to collect all specific details.
Handle luggage/baggage lifting or other related requests such as moving the items or storing.
Long period of standing, walking seating or taking stairs may be required.
Move operational equipment or other items may be requested. This includes constant movement with the Butler trolleys, pushing, carrying items. Able to perform under high stress level and able to deal with challenging Guests

Participate Employee Engagement

Practice well-mannered and groomed as per company standard at all times
Demonstrate an enjoyment and enthusiasm for work through effective relationships with other Team Members/ Department by embracing OneMBS culture.
Self -Motivate for continuous learning and development

Involve in Documentation, Financial and report management

Attend scheduled departmental meetings as required.
Review systems and processes for workflow and productivity improvement.
Perform administrative duties such as inventory and filing of reports as required based on the assigned duty given within the Butler Team.
Observe the usage of supplies to ensure that it's within budget and minimize wastage.
Contribute ideas in support of the company vision, mission, value and guiding principles
Actively involve to sustainability programmes to drive organisational green initiatives
Perform any other duties and responsibilities as and when assigned by Management

JOB REQUIREMENTS

Education

Minimum GCE O Level
Diploma or Bachelor Degree in Hospitality Management from a recognized institution is an advantage

Required Experience

Minimum 1 year experience in the same capacity
Good guest relation and problem solving skills
Good planning and execution skills
Ability to manage time, organize, good communication and motivational skills
Meet the attendance guidelines of the job and adhere to departmental and company policies

Required Knowledge

Proficient in the use of Property Management System and all relevant property management systems such as FCS, LIS
Basic knowledge in Microsoft Office applications
General knowledge is recommended: F&B local activities world culture is an advantage

Skills / Abilities / Presence

Candidates must have a good command of spoken and written English and Vietnamese as need to liaise with both English and Vietnamese speaking guests.
Pays attention to details and have strong customer service skills
Mature, meticulous, resourceful, organized and able to work independently
A team player and takes initiative to assist other Team Members when required
Have impeccable follow-through and Can Do attitude and mindset.
Be willing to work any day and any shift
Well-groomed and professional disposition.
Self-confidence and charisma, able to engage in personal conversation with Guest in a professional manner
Flexible mind-set and able to share ideas, projects to the team
Computer skills is advised, able to run reports, create files and other documents
Clear verbal communication skills

Butler (Hotel VIP/Customer Service)- Vietnamese speaking