Butler Manager

Company Description

Fairmont Hotels & Resorts is where the intimate equally coexists with the infinite – an unrivaled portfolio of more than 90 extraordinary hotels where grand moments of life, heartfelt pleasures and personal milestones are celebrated and remembered long after any visit. Since 1907, Fairmont has created magnificent, meaningful and unforgettable hotels, rich with character and deeply connected to the history, culture and community of its destinations – places such as The Plaza in New York City, The Savoy in London, Fairmont San Francisco, Fairmont Banff Springs in Canada, Fairmont Peace Hotel in Shanghai, and Fairmont The Palm in Dubai. Famous for its engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges, Fairmont also takes great pride in its pioneering approach to hospitality and leadership in sustainability and responsible tourism practices. Fairmont is part of Accor, a world leading hospitality group counting over 5,400 properties throughout more than 110 countries, and a participating brand in ALL - Accor Live Limitless – a lifestyle loyalty program providing access to a wide variety of rewards, services and experiences.

About The Role :

 Job Purpose 

This position is responsible for the supervision of the smooth and efficient daily operation of the Butler Services and ensures that all guests and visitors receive an optimum level of service and care at all times.

 Key Interactions 

 Internally  

Catering Sales

Engineering

Finance

F&B

Housekeeping

IT

Kitchen

Purchasing

Reservations

Sales & Marketing

Security

Talent & Culture

 Externally 

Guests

Visitors

Suppliers

Vendors

 Primary Responsibilities  

 Butler Operations 

To supervise Butler Supervisors and Butlers on duty

To maintain the quality and consistency of standard and to train the Butlers on improvement areas

To concentrate supervision on Floor Butlers, Reception Butler, Private Dining Butler and Butler Hotline

To increase guest interaction and to drive the Trust you score of the property.

To assist the Head Butler in achieving the KPI of the department.

To ensure that all suites and rooms blocked for arrival are prepared on time prior guest arrival.

To push all Butlers to compile and record guest preferences, like and dislikes, and to track it in preference sheet.

To ensure through effective supervision that all services offered are always available, and provide alternatives

Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.

Responsible for promoting hotel facilities, services and product to the targeted guest group

To assist Head Butler to resolve any issues.

To meet and welcome most of the guests personally

To interact with guests as much as possible, to ascertain preferences, dislikes and overall experiences at Raffles Udaipur.

To regularly inspect the quality of service provided by all Butlers, and to ensure that all services are delivered according to standard

To share with Head Butler any complaints, guests comments and problems.

To take appropriate action to resolve guests complaints (Housekeeping, Butlers, Front Desk, Concierge and Laundry)

To assist Front Office Department, Housekeeping Department and Food & Beverage Department for any basic requests to give quick and respond service to the guests.

To maintain appropriate knowledge about local area, events happening in Udaipur & around the world

To supervise butler pantries.

To check on the in room dining, reception & concierge the stock flow.

To assist Head Butler for Operating Equipment inventory

Check Butler’s grooming in accordance with hotel standard.

Work closely with Housekeeping to ensure correct room status at all times.

To handle any DND room within 24 hours.

Log security incidents and accidents in accordance with hotel policies and procedures

Ensure all guests are being treated in an efficient and courteous manner that all Raffles & Accor standards are being applied.

To support the implementation of Raffles core values

It is not the intention of this About The Role : to limit the scope or responsibilities of the above-mentioned, but to highlight the most important aspects of your position. It is essential that all the Assistant Manager – Butler Services are committed to their jobs and the success of the enterprise, and maintain a willingness to accept total flexibility of jobs and duties throughout the hotel.

 Team Management 

Provide department orientation and training of the hotel service standards, procedures and programs

Constantly monitor team members’ appearance, attitude and degree of professionalism

Motivate and provides a work environment which brings out the best in team members

 Other Responsibilities 

Maintain complete knowledge of all food & beverage services, outlets and hotel services/features

Be fully conversant with hotel fire & life safety/emergency procedures

Attend all briefings, meetings and trainings as assigned by management

Report for duty on time wearing clean and complete uniform at all times

Maintain a high standard of personal appearance and hygiene at all times

Perform other reasonable duties assigned by the Management of the Hotel

Qualifications

Diploma in Tourism / Hospitality Management

Minimum 2 years of relevant experience in a similar capacity

Excellent reading, writing and oral proficiency in English language

Ability to speak other languages and basic understanding of local languages will be an advantage

Good working knowledge of MS Excel, Word, & PowerPoint