Manager, Butler Services

Manager, Butler Services

The Manager is responsible for managing the daily operations of the Butler Services that including Rooms, Food and Beverage, Housekeeping, Check-in & out, Meet & Greet and Farewell the guests and ensuring all our guests are well taken care of so that they will always select our hotel as their preferred accommodation whenever they return or visit Macau. The incumbent will lead a team of Assistant Managers, Supervisors, Senior Butlers and Butlers as well as coordinate among all departments concerned to meet or exceed the expectations of the VIPs for an exclusive, complete, and memorable experience.

Primary Responsibilities:

• Work closely with all business units within Studio City, including Global Marketing, Resorts Marketing, Front Operations, Housekeeping, Food & Beverage Teams to ensure all setup and arrangements are up to standards and exceed guest's expectation are required.
• Liaise with Housekeeping, Property Services, Contact Centre, Front Operations, Transportation to ensure pre-arrival arrangements are accurately coordinated and any pre-arrival communication with the guest is conducted in an efficient and professional manner.
• Lead the team of Assistant Managers, Supervisors, Senior Butler, and Butlers to provide a friendly and courteous welcome to guests.
• In full control and ensure that the conditions of all Butler Services are consistently well maintained and equipped according to the company's standard.
• Have excellent knowledge of food and beverage selection, able to recommend food option and up-sell products when applicable.
• Lead the team and ensure the policies, procedures and service standards are in accordance with the company standards.
• Execute the "Hotel above a Hotel" concept to ensure that the VIPs have an exclusive, complete and memorable experience.
• Ensure guests' information and preferences are well recorded as well as the confidentiality is protected.
• Attend to all wants and needs of VIPs and the requests from Global Marketing.
• Meet labour manning requirements through careful planning, recruitment, and scheduling of team members.
• Manage, train, coach and develop all team members with the department to ensure competency, performance and succession objectives are met. This includes but not limit to recognizing and resolving performance issues; ensuring performance reviews or counselling are conducted for all team members in accordance with the company's Performance Management System.
• Adhere to and exhibit proactive leadership in accordance with company's Health and Safety Policy by assuming responsibility and accountability for the health and safety of team members as well as for the working environment.
• Ensure that all potential and real hazards are reported immediately and rectified.
• Ensure all team members within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others. Treat complaints of harassment or discrimination promptly and confidentially.
• Ensure wherever possible that team members are provided with a workplace free of discrimination, harassment, and victimization.
• Use safe manual handling techniques and practice safe work habits following Melco Health, Safety and Environment policies, maintain procedures to minimize our impact on the environment and prevent pollution.
• Adhere to and exhibit proactive leadership in accordance with company's internal policies by assuming responsibility of ensuring the workplace is free of unacceptable workplace behaviour, and a workplace culture of equity, integrity, and diversity is fostered.
• Schedule the team accordingly to provide 24/7 personalized service at the highest level of a 5-star hotel. Prepare sectional duty roster and attendance record.
• Always take responsibility for ensuring a positive guest experience.
• Prepare budget, control cost, and provide analysis of the monthly and yearly hotel results.
• Consistently to seek new and innovative service initiatives to "wow" VIPs.
• Ensure proper management of inventory and OS&E for the Butler Services.
• Attend meetings with different departments to share information to further enhance guest's experience.
• Manage guests' profile for constant record of personal preferences.
• Manage the hotel customer satisfaction program ensuring a systematic approach to guest feedback and complaint recovery.
• Continuously work with Food & Beverage, Housekeeping and Front Operations Teams to fine tune guest's amenities / recognition programs to extend hospitality to VIPs, repeated guests and premier players.
• Inspect Butler Services daily prior to VIP's arrival to ensure the readiness of room and amenities.
• Ensure team members to have a comprehensive understanding of company and departmental policy and procedures.
• Prepare and announce VIP's arrival 3 to 4 days in advance and inform all related departments for VIP's special request.
• Support the Public Relations, Investors Relations and Executive Office in doing Butler Services tour for their potential customers, as well as for hotel guests.
• Ensure that all on-duty team members of Butler Services are at their respective positions so that no areas are left unmanned at all times.
• Monitor the Butler Team are engaged in their daily duties – greeting guest at airport, ferry terminals, hotel entrance; assisting guest in carrying luggage, transportation arrangements, packing / unpacking, restaurant bookings, ferry ticket bookings, show ticketing; attending guests in their respective room, serving or removing in room dining items.
• Be aware of events and promotions for the day and the near future.
• Accept luggage and parcels for safekeeping and ensure it is always being recorded, in close collaboration with the Front Operations Manager.
• Check to ensure the information on special events or hotel services are bulletined properly.
• Ensure that no guest waits longer than 10 minutes for his / her luggage to be sent to or 8 minutes to be collected from guest's room.
• Ensure daily departing time of due out guests and arrange transportation (taxi, shuttle bus, limousine) to ferry terminals / airport if required.
• Monitor the discipline, grooming and performance of team members and help to develop skills within the section.
• Confirm and enforce policies and procedures & rules and regulations as laid down by Melco, Studio City and hotels in order to achieve the highest levels of uniformity and guest service.
• Carry out periodical team members performance evaluation.
• Conduct the sectional meeting and briefing; conduct regular operational meetings to review, monitor, adjust and upgrade the performance of the department, explaining new directions and policies and procedures at the same time.
• Conduct regular inventories according to the requirement of Finance Department.
• Identify training needs, develop training plans, and implement training sessions for all team members.
• Identify and develop leadership potentials among team members to guide them.
• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.
• Treat guests and colleagues from all cultural groups with respect and sensitivity.
• Through close supervision, recommends, improvement in operations, especially in the aspects of developing better service standards, increasing revenue, and reducing cost.
• To be flexible and willing when asked to fill in any areas where needed to help in an emergency / difficult circumstance / depends on business levels as assigned or required by Management.
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and colleagues.
• Ensure the safety of the persons and the property of all within the premises by fairly applying hotel regulations by strict adherence to exiting laws, statutes, etc.
• Be fully conversant with all departmental fire, emergency, typhoon and bomb procedures.
• Adhere to all Company policies and procedures.
• Report accidents, injuries, unsafe work conditions and / or security issues to supervisors.
• Perform other reasonable job duties as assigned by supervisors from time to time.

Key Performance Indicators:

• Satisfaction levels of all patrons, guests, and Global Marketing.
• Effective initiatives to enhance the guest experience.
• Room physical condition is kept pristine, and maintenance is planned accordingly.
• Maintenance and update of service manuals as well as guests' profiles.
• Able to plan and lead the department.
• Achieve agreed objectives and accepts accountability for results.

Qualifications:

Experience:

• Minimum of 5 years management experience in a Butler service position within a luxury 5 Star International Hotel
• Exposure in International and China / PRC customer relations.
• Knowledge of Front Desk, Concierge, F&B and Housekeeping operations.
• Working experience or exposure in Gaming operations is preferred.
• Working experience as a Butler or on Executive Floors is preferred.</