Job Description

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Job summary – Leading the butler team to deliver meaningful and industry leading guest experiences.

Supervisory Duties and Responsibilities –

• Lead butler team to respect Rosewood’s high standards of service

• Support the Clienteling Manager & Assistant Director of Clienteling in ensuring operational coverage for each day

• Train new hires and ensure that standards are met through audits.

• Ensure a list of issues (maintenance/housekeeping/other) for all suite products is regularly updated

• Audit and ensure team drives further revenues through suite upsells and promotion of ancillary expenses

• Ensure all inventory items needed to perform daily duties are kept in stock, with shortages reported to management team

Associate Duties and Responsibilities – This list of essential functions is not exhaustive and may be supplemented as necessary. The following are specific responsibilities and contributions critical to the successful performance of the position:

• Have a full knowledge of the daily activities of the day and all about the hotel facilities such as Fitness Center, Pool, Restaurant, Bar, Room Types, etc.

• Greet all suite guests and escort to allocated room

• Register and regular updating in Butler Pass On for all known details of guest’s movement, activity, plan, schedule, F&B order, special amenity, allocation change, room move, etc. Ensure all items for next are passed over according to the standards in place.

• Register guest in the commodity of their suite, respecting all the set standards by Front Office.

• Arrange amenities for arrivals and refresh them on daily basis according to the guest wishes when needed.

• Ensure suite is in perfect condition before, during & after guest’s stay.

• Ensure all butler standards, and that full array of services is offered to each guests.

• Be able to upsell larger suites, flowers, massages, in-house restaurants reservations, private dining, etc, as per guest’s preferences

• Have a thorough understanding and knowledge of use of the equipment and techniques such as silverware and chinaware maintenance.

• Prepare arrival and departure gifts to be given to the guest, when required. Report to Assistant Director of Clienteling with any off-property gifting ideas for specific guests

• Ensure verbiage is correspondent to a Forbes 5 Star environment, whilst avoiding phrase fragments & industry jargon.

• Support other departments with their duties when needed.

• Operate and coordinate with relevant departments the ins and outs of the room and optimize service while the guest is away as often as possible (single entry program).

• Assist in answering both internal and external phone calls within 3 rings, or 10 seconds.

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

• Be very familiar with the Room division/Front office policies and procedures.

• Project at all times a positive and motivated attitude and exercise self-control.

Standard Responsibilities

• Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.

• Model the company’s culture, vision, mission and core values at all times.

• Comply and adhere to all Rosewood company policies.

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. Names & identities of guests encountered are not to be shared with any external parties, including but not limited to: friends, family members, or other persons not currently employed by the Rosewood Mansion on Turtle Creek. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and employees, unless otherwise stated.

Health & Safety

• Be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.

• The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.

• Report any defects in the building, plant or equipment according to hotel procedure.

• Ensure that any accidents to staff, guests or visitors are reported immediately in accordance with correct procedures.

• Be fully conversant with and abide by all rules concerning Fire, Health & Safety.

• Be fully conversant with risk assessments for your department and position as well as Hotel Fire & Emergency Procedures

Other

• The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

• As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

Experience

• The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

• As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

General Skills –

• Excellent organizational skills, flexibility.

• Excellent interpersonal skills. Superior oral/written communication skills; ability to interact successfully with all levels.

• Excellent telephone etiquette.

• Tact and good judgment and proven experience interacting with guests and hotel management.

Technical Skills –

• Efficient technical skills in Word, Excel, Outlook, Alice and other platforms such as Knowcross are required

• Experience with hotel PMS systems and operational proficiency.

Education or Certification -

• College Degree preferred

• TABC Certified

Language -

• Required to speak, read and write English, with fluency in other languages preferred

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