Butler

PRIMARY OBJECTIVE:

To uphold Sheraton standards and to be responsive to the instructions of the VIP & Club Services Manager/Front Office Manager. The role of the Butler will be to accommodate the requests and needs of all guests on the Grand Tower and Club Lounge of the Sheraton Saigon Hotel and Towers. The Butlers will be required to greet and check-in guests, make recommendations, advise and sell rooms and related services, check-out and bid farewell to guests, prepare and serve drinks, breakfast buffet, high tea and early evening cocktails, wash and prepare glasses, cutlery and chinaware for the Grand Tower Lounge and the Club Lounge and assist guests in handling fax machines, photocopiers, internet and computer usage and meeting room facilities. The Butlers will act at all times in a courteous, safe and efficient manner, in accordance with the hotel’s policies and procedures, ensuring that a high level of service is maintained.

DUTIES & RESPONSIBILITIES:

1. Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.
2. Align your working practices and conduct with Sheraton Saigon Hotel and Towers Vision; consistently strive to meet and exceed the expectations of both internal and external guests.
3. Comply with Sheraton’s Code of Conduct at all times.
4. Demonstrate comprehensive knowledge of Front Office procedures and computer system.
5. Deal with all guest requests promptly, taking personal responsibility to computer system.
6. Use guest name whenever possible in accordance with hotel standards.
7. Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations.
8. Demonstrate thorough knowledge of and actively sell all products, services and special events within the hotel.
9. Actively contribute to Marriott Bonvoy and up selling programs.
10. Handle restaurant bookings promptly and efficiently, whilst promoting in house facilities.
11. Be aware of facilities and points of interest within the Saigon and surrounding areas to assist with any guest inquiries.
12. Be familiar with all room types, availability, rates, group movements and billing, daily events, promotions, VIP’s and Guest History guests.
13. Ensure that all guests are warmly welcomed and recognized in accordance with hotel standard and the goals of Marriott Bonvoy.
14. Ensure all necessary information is obtained upon check-in, following hotel credit procedures.
15. Be familiar with all vouchers and group billing procedures.
16. Adhere to hotel credit procedures and policies at all times.
17. Handle the guests check out process, ensuring billing processes and manual postings are conducted in accordance with hotel standards.
18. Maintain cash floats and accurately handle monies at all times. Be fully conversant and efficient in dealing with foreign currencies and their exchange rates in order to provide foreign exchange services to guests.
19. Issue guestroom keys in adherence with hotel security policy and procedures.
20. Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly.
21. Ensures that the Grand Tower Lounge and check in areas are kept neat, tidy and clean at all times.
22. Ensures that all Grand Tower guests and VIP’s receive their amenities including welcome and turndown amenities.
23. Ensures that Food and Beverage requirements are communicated with the Supervisor who will in turn coordinate with the Storeroom and kitchen to ensure enough supplies for daily operation of the Executive Lounge.
24. Coordinate with order departments with regards room requirements.
25. Ensure that arriving guests are assigned ready rooms upon check in and coordinate with others departments with regards room requirements.
26. Performs lobby duties, requisitions, handle buffet and pantry area and reception duties.
27. Ensure that messages, packages and mail are replayed and given to the guest when they approach the Grand Tower Lounge.
28. Ensures that Food and Beverage Set up is always neat and refilled whenever necessary.
29. Butlers should have full working knowledge of all business-related equipment, such as, photocopies, fax machines, computers, and internet.
30. Handles Executive Lounge meeting room reservations and ensure that the rooms are clean and with complete set up before the guest’s scheduled starting time.
31. Maintain and update the Fidelio Telephone Book and Concierge Information Book to ensure all information is up to date and relevant.
32. Adhere to hotel policy regarding uniform and personal presentation.
33. Ensure that the Guest Service Manager/ Towers Manager/ FO Manager is informed immediately of any emergency, security or health & safety matter.
34. Perform any additional duties as requested by the Front Office Manager or Towers Manager.
35. Uphold the Company’s Cares cultures by demonstrating the Star Service Standards at all times to the guests and fellow associates.
36. Personally ensure compliance with all relevant Workplace Heath & Safety and Occupational Health & Safety legislation, and related SSHT and Marriott policies.

JOB REQUIREMENTS

Critical competencies