Ref: RP714-5541

Job description / Role

Employment: Full Time

Head Butler - Raffles Doha

JOB PURPOSE

The Head Butler plans and manages the overall operations of the Raffles Butlers to create a passionate and committed team that delivers superlative resident journeys. The position is responsible for the Leadership, Vision and Strategies to achieve the hotel's desired performance. The Head Butler must be skillful and experienced in Butler and Front Office tasks, intuitive, meticulous, organized and constantly look into improving work process and stay ahead of hospitality trends that will continuously exceed the expectations of the residents.

EXECUTES CORE TASKS

- Responsible for target setting and action plans of the Department's CAPEX, Budget, Forecast P&L, Upselling contributory revenue.
- Achievement of hotel's target of Forbes, LQA, HACCP Audit requirements.
- Recruits, inducts and trains a Butler team that is competent and confident to exceed resident expectations at all times through the highest level of emotional and anticipatory engagement.
- Inspect all VIP arrivals, conduct checks on in-house suites.
- Show presence in the hotel; build strong and lasting relationships with residents and guests.
- Set-up, maintain and review systems for efficient monitoring of resources required.
- Drive high quality and consistency in standards, proactively anticipate residents' needs and guide team members.
- Ensures service standards and individual performance are aligned with Accor Hotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

MANAGEMENT AND LEADERSHIP OF THE BUTLER TEAM

- Monitor performances of all Raffles Butlers and provide timely feedback for improvements, praise when due and conduct appraisal.
- Ownership of individual's growth and identify short to long-terms goals to achievement and ensure high colleague engagement and welfare.
- Identify training needs of team members, schedule consistent trainings in multi-aspects that build confidence.
- Lead, motivate, train and develop the team that enables them to operate with room for innovation, efficiency and effectiveness.

IMPROVES QUALITY OF PRODUCT AND SERVICES

- Takes charge and resolve any guest complaints reported by the Butler team and escalated to Head Butler. Ensures communication flow to the respective teams in a timely manner. Reacts proactively applying a composed and measured approach.
- Ensures guests receive the experience as detailed in the brand Standard Operation Procedure (SOP), Raffles Singapore Local Standard Operation Procedure (LSOP) as well as Forbes 5 Star / Leading Quality Assurance (LQA) standards, and aim to achieve the scores and goals set by management.
- Adheres to Work Safety and Health policies and procedures and ensures all direct reports and peers are trained in and follow these guidelines.
- Complies with sustainability standards as directed by property champion.
- Participates and engages in community services or other similar programs and events spearheaded or initiated by the human resources department or Accor corporate office.

Requirements

PROFILE

Knowledge and Experience

- Diploma or Degree from School for Tourism & Hotel Management
- Strong Butler and Front Office skills and knowledge, minimum 8 years with relevant experience in ultra-luxury environment
- Minimum 5 years at a management level

COMPETENCIES

- Excellent communication skills in English and ability to communicate in a second language
- Possesses strong interpersonal skill
- Emotional engagement about job tasks and team
- Ascertains and effectively address guest / colleagues needs
- Ability to contribute in team, work punctually and effectively
- Manages team, trains and motivates individuals, creates and maintains a cohesive team
- Works with strong knowledge of budgets, forecasting, profit and loss statements
- Services oriented with an eye for details and approachable attitude
- Works well under pressure, analyzes and resolves problems, and exercises good judgment
- Prioritises and organises work assignments and delegates work effectively
- Self-motivates and energetic and has good initiative under dynamic environment
- Ensures security and confidentiality of guest and hotel information
- Possesses good computer and property management system skills
- Embraces and responds to change effectively
- Sense of urgency, quality and able to set priorities
- Perfectionist and diligent in service approach
- Creativity
- Experiential focus
- Local market knowledge
- Understand international luxury travelers and their needs
- International level of quality and non-hotel experience a plus
- Multi-cultural understanding

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.

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