Assistant Manager, Butler And Concierge Services

Assistant Manager, Butler and Concierge Services

Assistant Manager, Butler and Concierge Services is responsible for assisting smooth delivery of guest luggage, parking of guest cars, guest recognition and personalized service such as welcoming all VIP and Villa guests, knowing their preferences and creating a relationship with the guests to ensure a lasting and memorable stay. This person has a key role in upholding the quality standards as established by City of Dreams, Manila and managing the day to day Butler and Concierge operation. This position is also responsible for nurturing relationships with other departments in relation to guest requests and requirements and liaising with the Front Office regarding operational requirements.

Primary Responsibilities:

1. Assists in overseeing and supervising daily Butler and Concierge operations and workflow to maximize guest satisfaction in order to gain loyalty.
2. Maintains department organization, manning, and productivity, ensuring a smooth operation based on forecasted occupancy.
3. Ensures the provision of professional and timely customer service to our guests and customers, ensuring familiarity within all areas of VIP and Villas – villa reservations and allocation, transportation, restaurant bookings, show tickets, guest services, business centre services, handing of Villa dining food ordering and dispatch requests to all butlers pertaining to guest's requirements.
4. Keeps abreast of the local happenings and provide accurate information and advice.
5. Maximizes customer satisfaction utilizes Hotel Facilities by promoting Hotel and Restaurants and other services to customers.
6. Takes orders on all guest requests and ensures accurate and timely processing in accordance with VIP's and Villas concept and making appropriate suggestions to enhance the guest experience.
7. Maintains proper tracking systems for loan items, packages, guest complaints, staff efficiency/productivity, guest confirmations, valet parked cars, and luggage movement.
8. Meets and greets VIP and Villa guests and fosters positive relationships between the management and the guest.
9. Monitors the guest's stay by ensuring the delivery of the highest standard of guest service to not only fulfil but to exceed guests' expectations.
10. Reviews and prepares the next day's arrival reports for VIP and Villa guests accorded special status ensuring that these guests are highlighted to be the management and colleagues for recognition purposes.
11. Maintains readiness for service by being fully equipped, stocked, and up-to-date with relevant guest information.
12. Prepares mis-in-place to meet anticipated demand and operating procedures.
13. Monitors operating supplies and reduces costs.
14. Updates guest information, preferences and profile details of VIP and Villa guests to action on.
15. Maintains a complete knowledge of Hotel's features, services, and hours of operation.
16. Maintains current product knowledge of events and facilities of City of Dreams Manila including gaming, spa, recreation, food & beverage and entertainment to ensure guests receive accurate, timely information and advice.
17. Reviews, improves, develops and implements Standard Operating Procedures (SOPs) for operations pertaining to Butler and Concierge services and VIP / Villa Housekeeping, ensuring team members are well versed in expected standards and procedures.
18. Assists in the management, coaching and development of staff to ensure competence, performance and succession objectives are met. This includes conducting performance reviews and counselling on all staff in accordance with City of Dreams Manila's Performance Management System.
19. Identifies staff training requirements and personally conducts / facilitates proper training for staff in all areas of being a butler to ensure competency and delivering excellent service.
20. To accurately record and process requests for our guests, customers, and associated departments, utilizing available systems and technology.
21. Liaises with relevant departments regarding guests logistical requirements and amenities.
22. Resolves and records all guest complaints immediately and follows up according to the Hotel's established problem resolution recovery processes.
23. Exhibits exceptional customer service at all times to both guests and fellow employees when communicating instruction, information or advice ensuring the information is received in a timely manner and understood.
24. Ensures the effective resolution of any issues raised by a guest either in person or by referring the issue to a more senior manager to ensure on going relations and rapport are not compromised with the guest.
25. Actively obtains feedback from guests to improve services and facilities.
26. Maintains good relationships with colleagues and contributes to team spirit.
27. Leads/attends daily briefings and monthly departmental meetings ensuring pass-on information is seamless.
28. Assists the Manager in the administrative duties of the Butler and Concierge Services Department.
29. Provides supervision in the absence of the Manager.
30. Attends and contributes to scheduled employee training and periodic reviews on generic hotel training and departmental specific responsibilities.
31. Adheres to all Company policies and procedures.
32. Supervises and guides all Butler and Concierge, Bellman and Doorman ensure that the Hotel's policies and procedures are adhered to.
33. Ensures and maintains confidentiality of all guest's information and pertinent hotel data.
34. Assists the Hotel Emergency Response Team in responding to emergencies; involvement is guided and / or limited per Hotel's Emergency Procedures.
35. Participates in the Company's Corporate Social Responsibility program.
36. Reduces waste materials and supplies by adhering to the Company's guideline on re-using and recycling.
37. Ensures work area is clean and neat at all times including the proper maintenance of all equipment, work areas, storage areas, fittings, fixtures, furniture and operating systems needed to perform your daily tasks.
38. Ensures timely reporting of malfunctions/maintenance deficiencies to appropriate area.
39. Identifies best practices to be implemented in your own work area as well as throughout the hotel.
40. Maintains the highest standard of professionalism, ethics, and attitude toward guests and colleagues.
41. Recommends and/or executes management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign, or discipline employees.
42. Performs other reasonable job duties as assigned by supervisors from time to time.
43. Adheres to and exhibit pro-active leadership in accordance with internal policies by assuming responsibility for ensuring the workplace is free of unacceptable workplace behaviour, and a workplace culture of equality and diversity is fostered.

Qualifications:

I. Experience:

1. Minimum 2 years' previous experience is required as an Executive Club Level Concierge, Butler, or Guest Relations Officer in a 5 star luxury hotel, or similar.

2. Minimum of 1 year in a supervisor position with understanding of VIP operations and equipment.

3. Knowledge of Front Desk, Concierge, F&B, and Housekeeping operations.

II. Education:

College degree or equivalent professional training, preferred.

III. Skills / Competencies:

1. Excellent interpersonal / presentation skills is advantageous

2. Fluent in both written and spoken English

3. Multilingual, a plus

4. Computer literate with OPERA (PMS), Word, Power Point, Excel

5. Strong guest service skills and anticipating the needs of internal / external guests

IV. Other Attributes:

1. Must be able to work indoors and be exposed to various environments such as but not limited to cigarette smoke and fragrances

2. Ability to stand and/or walk for an extended period of time during the shift

3. Ability to work on flexible shift including overnight, weekends and holiday on rotation basis

4. Ability to work on overtime when needed.

5. Administratively Organize

6. Passionate about service