Fairmont Gold Butler

Job description / Role

Responsibilities:

- Demonstrates a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests
- Bears a full and comprehensive knowledge of the Hotel, including all departments, services and outlets
- Ensures personalized service is offered to guests during their stay
- Acts as the reference team member for guests during their stay and ensures that all requests from guests are made possible or are followed up
- Maintains a high level of communication and feedback within the department
- Identifies and anticipate guest needs
- Is continually proactive with in all areas of operation
- Abides with all policies and procedures as stated in the Butler Services Policy Manual
- Reports for duty punctually & in accordance to the issued department schedule
- Adheres at all times to the hotel grooming and uniform standards
- Assists with luggage delivery and collection
- Provide Food & Beverage service in the Fairmont Gold lounge with the ability to handle plate, hand carried service
- Prepares bar beverages and liquor pouring according to the guidelines given
- Carries out general cleaning and checking for equipment in the Fairmont Gold Pantry
- Warm up rooms according to Fairmont housekeeping standards checking that all room equipment are functioning
- Reports guest complaints, requests and inquiries to Fairmont Gold Manager or Fairmont Gold Supervisor
- Reports any unusual occurrences or requests to the Manager or Assistant Manager
- Maintains the cleanliness and coordinates maintenance work with engineering department of all Fairmont Gold areas and equipment
- Demonstrates a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests
- Participates in the orientation, meeting, and training process of all colleagues assigned to Fairmont Gold
- Possess working knowledge of the hotel Property Management System
- Bears full understanding and knowledge of all in suite services, technology, amenities, functions and systems
- Is responsible for the Butler Pantry's on allocated floors. At all times ensuring that the Pantry and other related Heart of House areas are correctly stocked & maintained according to set standards
- Collects designated telephones (and checks its working conditions), and working sheets
- Attends daily shift briefings
- Coordinates and liaises with the Butler team
- Carries out pre-arrival interviews
- Ensures that all procedures and responsibilities relating to the Greeting/Arrival procedures are adhered to
- Assists and coordinates all in-room/suite guest needs and requirements
- Refreshes the suites and coordinates daily Housekeeping service and evening service
- Coordinates laundry and pressing collection and delivery
- Reports any suite maintenance requirement according to standard procedures.
- Coordinate delivery of all amenities and/ or gifts
- Coordinates delivery of preferred newspapers and magazine to all suites
- Coordinates replenishment of Refreshment Center, assisting with control via In-Room Dining
- Ensures that all glassware, chinaware, and cutlery in the suite are cleaned, free of stains and presented as per standard
- Sets-up any bottle of complimentary drink as per standard
- Ensures a daily replenishment of good quality fruits, eventually, according to guests' preferences
- Ensures that the flowers are always fresh and displayed in fresh water
- Ensures that guest supplies are replenished and displayed as per standard
- Provides personalized guest service (Luggage packing and unpacking, shoe polishing, laundry collecting and delivery...)
- Provides tea, coffee and beverage service to all suites (and other rooms as required)
- Coordinates In-Room Dining order taking and delivery as required
- Builds a rapport with all allocated guests and maintains interactions in order to facilitate guest recognition and obtain information regarding their preferences for guest history
- Provides a continual source of information, help and assistance to all guests
- Checks the Suites prior to the guest arrival
- Coordinates all guest entertainment, activities, making reservations, and using Concierge as and when required
- Ability to provide full itineraries of entire stay, with updates daily on evening service
- Facilitate guest departure, coordinating between Reception and guest to gain final approval and payment
- Checks room after departure for lost belongings
- Up sells hotel outlets at every opportunity
- Coordinates with Concierge for the storage of stowed away items
- Liaises closely with Reception, Housekeeping, Valet, F&B, Concierge, and IT
- Has up to date knowledge and has ability to assist with all common in room IT needs
- Has a full and comprehensive knowledge of the Hotel, including all departments, services and outlets
- Updates and maintains all guest History Files, including ProfilePlus
- Assist in training of Housekeeping and F&B staff in the special needs of suite guests
- Orders all necessary operating stock when necessary
- To maintain amicable and co-operative working relations with other departments
- To attend any courses Management may deem beneficial
- Carry out other duties, directed by Management
- Understands that business demands sometimes make it necessary to move colleagues from their accustomed shifts to other shifts.
- Performs other additional duties and special projects at the direction of Fairmont Gold Manager

Requirements

Qualifications:

- Excellent verbal, interpersonal &communication skills
- Must be a strong team player with strong departmental cooperation
- Must be able to work well under pressure in a fast paced and constantly changing environment
- Fluent in English and ***local language*** language with a third language as an asset
- Must be able to handle a multitude of tasks in an intense, ever changing environment
- Must be flexible in terms of working hours, and able to work with little or no supervision
- Must have the ability to assess and make decisions based on strong analytical, problem solving skills
- Must be able to maintain excellent professional presentation and grooming
- High school diploma is necessary
- Knowledge of computers including Microsoft Office products and Property Management System (Micros-Fidelio preferred)
- A minimum of two years prior experience in related hospitality fields is necessary
- Luxury five-star experience necessary
- Prior formalised training as a butler is highly regarded
- Butlers must be able to lift in excess of 70-pound loads
- Must be willing to work varied hours, including nights, weekends, holidays and split shifts (according to the needs of the guests).
- Must be able to stand for 90% of their scheduled time

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.