Butler

• 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
• Co- ordinates 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 Manage

• 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

Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.