Job Responsibilities
Execute Butler core tasks
- Takes accountability and ownership with every guest assigned in ensuring purposeful engagement and butler presence in each of their stay
- Diligently studies the guest profile of incoming arrivals, including but not limited to checking on guest history, conducting research on internet or social media platforms, sending out pre-arrival email and respond promptly, making amenities requisition, assisting with guests requests effectively over the phone, taking in-room dining orders, placing the order over POS (Point of Sales) system, dispatching job to floor butler as and when required, coordinating among internal and external stakeholders/vendors via MS Teams, messaging and other operational-related systems
- Responds to guest professionally in-person, over the phone, emails, and messaging systems
- Assists with limousine/taxi bookings, dining, attractions and entertainment reservations/ticket purchase, and any other guest queries/requests
- Prepares thoughtfully each suite, conducts seamless arrival meet and greet and in-suite check-in, customizes suite orientation, offers welcome drink, initiates unpacking service and customizes itinerary based on guest's preferences
- Serves and replenishes amenities, facilitates daily make-up room and turndown services, assists with laundry services, performs shoe-shining, and purposefully notes down preferences through observations and interactions
- Makes appropriate dining recommendations, proficiently takes in-room dining order, promptly serves the order and organize clearance of soiled dishes
- Orchestrates celebrations for guest with special occasions with creativity and customization
- Proactively connects with guests for pre-departure arrangement, initiates packing assistance, booking of limousine, luggage assistance, ensures accuracy of bill settlement and conducts a seamless check-out and fond farewell
- Addresses any security incidents and feedback to Butler Management
- Resolves feedback and guest challenges with good standard
- Rotates to any taskforce when operationally required
- Rotates to Butler Command Center as and when designated (located at Perennial Business Centre)
- Adapts to changes and ensure adherence to organizational operating procedures and service standards
- Performs any other duties and responsibilities as and when assigned by Management
- Perform Service and Operational Excellence
- Performs all tasks with accordance to Forbes 5 stars standards and guidelines
- Always exhibits exceptional service to guests and fellow employees
- Ensures handover between shifts are communicated effectively
- Attends daily pre-shift briefing and post-shift debrief, and job-related trainings
- Obtains and keeps Guest/VIP preferences up to date in OPERA and individual profile sheet along the stay journey - Pre-arrival, arrival, in-house, departure, post-departure, and return stay
- Maintains cleanliness of front and back of house (lift lobbies, corridors, storage rooms, offices, pantries, etc.)
- Stays up to date on internal promotions and local offerings
- Adheres to department's grooming standards and professional disposition
- Recommends innovative ideas to enhance guest journey
- Suggests improvements towards butlers efficiency and effectiveness
- Apply Operational Risks
- Adheres to Workplace Safety and Health (WSH) policies, practices, and procedures
- Monitors activities in both front and back of the house; reports any suspicious characters, items, and/or activities to Security Department
- Responds to emergency situations and reports to Butler management
- Able to understand Butler Services Risk assessment forms and assist the Manager on Duty to collect all specific details
- Handles luggage/baggage lifting, placement or other related requests such as moving or storing the items.
- Lengthy periods of standing, walking; seating or taking stairs may be required
- Moves operational equipment or other items may be requested. This includes constant movement with the Butler trolleys, pushing and carrying items
- Able to perform under high stress level and able to deal with challenging guests/situations
- Participate Employee Engagement
- Holds the values of One MBS (Marina Bay Sands) culture
- Works cohesively and respectfully within the department
- Ensures a collaborative working relationship with other departments and vendors
- Self-motivates for continuous self-learning and development
- Involve in Documentation, Financial and report management
- Attends scheduled departmental meetings as required
- Reviews systems and processes for workflow and productivity improvement
- Performs administrative duties such as inventory and filing of reports as required based on the assigned duties given within the Paiza Butler Tea
- Observes the usage of supplies to ensure that it is within budget and minimize wastage
- Contributes ideas in support of the company vision, mission, value, and guiding principles
- Actively involves in Sands Cares and sustainability programmes to drive organisational initiatives
Job RequirementsEducation & Certification
- Diploma or Degree in Hospitality or Tourism Management preferred Experience
- Minimum 1 year experience in relevant experience Other Prerequisites
- Proficient in the use of Property Management System and all relevant property management and operational systems, such as FCS, LDS, and Point of Sales (POS) Systems.
- Proficient in using Microsoft Office applications
- In-dept knowledge of Marina Bay Sands is mandatory
- Good knowledge of Singapore, the difference of multi-cultures, sights, attractions, and dining
- Excellent communication skills in English and Mandarin are essential as the role will require to serve mandarin-speaking guest
- Ability to speak other language(s) is an advantage
- Be flexible and willing to work on any day and any shift (shift rotation is based on operational demands)
- Possesses exceptional interpersonal skills and attentiveness to details
- Works well with a team and supports proactively
- Focuses on service with an eye for detail
- Prioritizes and organizes work efficiently
- Self-motivates and with a positive Can Do mindset
- Acts with integrity and high professionalism
- Embraces and adapts supportively to changes
- Self-confidence and charisma, able to engage in personal conversation with Guest in a professional manner
- Ensures security and confidentiality of guest and hotel information
- Embraces and responds to changes effectively
- Understands the needs of international luxury travellers
- Multicultural understanding
