Butler (Saudi National)
- To act as a hotel ambassador, providing a personal service to guests, fully aware and following the hotel standards and procedures.
- To use appropriate materials, equipment and supplies for the smooth run of the butler service operations and to ask for requisitions accordingly.
- To use the proper telephone etiquette as per Sofitel standards.
- To remain in close contact with guests by interacting with them whenever possible. To be friendly, attentive and stay professional at all times.
- To respect the privacy of the guests and the confidentiality of the information
- To assist and to coordinate the daily activity with the team & Butler Supervisor and to replace him/her whenever needed.
- To personally greet and escort the guests rather than pointing out directions.
- To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
- To call the Butler Supervisor, Assistant Manager, DOR or the RM for advice in serious cases or if an approval is required.
- To report all guest comments or complaints.
- To be fully aware of VIPs in house, to recognize them and keep a good trace of them.
- To check details of reservations 24 hours prior to arrival and to follow every content, as per assigned section.
- To prepare the pre-assigned room as per guest preferences, “Your butler is waiting for you” form details and operational standards.
- To assist the GSO at the in-room check-in of the guest by handling passport, credit card or other documents.
- To meet the guest’s needs upon arrival, offering assistance in unpacking luggage, proposing pressing service, shoeshine service, or preparing a bath upon request.
- To present the guest the amenities and facilities in the room (rooming).
- To take a genuine care of all guests throughout their stay, in particular of those staying in the assigned section.
- To ensure a perfect and personalized upkeep of the room.
- To perform concierge tasks, such as restaurant bookings; to take orders for meals served in the privacy of the room.
- To recognize the guests and to anticipate their needs whenever possible. To follow up any guest requests, coordinating with the lounge, internal call center and other departments, until satisfaction.
- To prepare the guest’s departure (express check-out, packing needs) and to ensure that transportation and other travel requirements are professionally handled.
- To check the room after the guest’s departure and to follow the “Lost & Found” procedure.
- To review on daily basis the butlers’ logbook and keep it updated.
- To daily update the guest profiles with “likes” and “dislikes”.
- To attend a daily line up briefing conducted by the Butler Supervisor. To provide a proper handover between the shifts.
- To share daily activity highlights with the Butler Supervisor, including internal and external guest opportunities.
- To provide a good communication and pro-active collaboration with all the departments his/her team interacts with.
- Proficient in English (verbal & written) required
- Experience with Hotel Property Management System an asset
- Strong organizational, supervisory and communication skills
- Ability to evaluate and select among alternative courses of action quickly and accurately
- Ability to work successfully in high stress and fast paced situations
- Effective problem solving abilities
- Must be able to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperation and perform successfully with limited supervision
Accor