Butler Command Centre

Job Responsibilities

Execute Butler Command Centre Operations and Core Tasks

• This role is based at Perennial Business City in Jurong East, Singapore.
• Takes accountability and ownership with every guest in Paiza Collection in ensuring purposeful engagement and seamless experience 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 butlers as and when required, coordinating among internal and external stakeholders/vendors via MS Teams, messaging and other operational-related systems.
• Communicates and responds to guests professionally and accurately over the phone, emails, and messaging systems.
• Assists guests with limousine/taxi bookings, dining, attractions, entertainment, and wellness program reservations/ticket purchase, curated itinerary and local recommendations, and any other guest queries/requests.
• Makes appropriate dining recommendations, proficiently takes in-room dining order, promptly communicates with floor butlers to serve the order and organize clearance of soiled dishes.
• Orchestrates and communicates with floor butlers and relevant stakeholders for celebrations of guests special occasions with creativity and customization.
• Proactively coordinates with floor butlers for guests pre-departure arrangement, packing and luggage assistance, booking of limousine, ensures accuracy of bill settlement and extends 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 floor operations as and when designated (located at Marina Bay Sands).
• 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 in accordance with Forbes Travel Guide 5-star standards and Paiza Butler service 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 (workstations, offices, pantries, common areas, lift lobbies, corridors, storage rooms, 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.
• Extended periods of seating and working in front of computer are required.
• Handles the movement, lifting or placement of operational equipment or other items may be requested.
• Able to multitask, perform under high stress level, and deal with challenging guests/situations.

Participate Employee Engagement

• Holds and embraces the values of OneMBS (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 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 Team.
• 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 programs to drive organizational initiatives.

JOB REQUIREMENTS

Education

• Diploma or Degree in Hospitality or Tourism Management preferred

Required Experience

• Minimum 1 year experience in relevant experience

Required Knowledge

• Proficient in the use of Property Management System and all relevant property management and operational systems, such as FCS, LDS, TMAC, Avaya, 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.

Competencies

• Excellent writing, reading, and communication skills in English and Mandarin are essential as the role will require to serve mandarin-speaking guests.
• Proficiency in writing, reading, and communication in 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 phone, email, and message conversation with guests 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 travelers.
• Multicultural understanding.