Butler, Butler Service

Job description

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 Requirements Education & 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

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore.

Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.

Required Skill Profession

Other General