Company Description
An architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service and sophisticated Asian style. A 15-minute drive from Dubai International Airport, it is ideally located in the business and shopping district, adjacent to Wafi Mall and close to the magnificent Khan Murjan souk and the convention centres.
Job Description
Job Summary/Purpose:
Butler acts as a point of contact for the guest during their stay, assisting with any arrangements or requests of the guests and provides personalized service to ensure a flawless and memorable experience through the Raffles touch.
Key Areas:
1. Knowledge
2. Service
3. Operations
4. Leadership
5. Values
Special Note:
The attached key areas, responsibilities and activities reflect the items considered necessary to describe the principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.
RESPONSIBILITIES
1. Knowledge
- To have thorough knowledge of all SOP’s for Butler Service department
- To have thorough knowledge of local rules and regulations
- To have accurate knowledge of different room categories, private bar items and reading Opera PMS reports
- Being knowledgeable on answering and directing phone calls
- To have basic knowledge of PMS reports for daily task functions and online platforms used for task delegation
- To be fully aware of Raffles Brand Standards and Values, have thorough knowledge on LQA, Forbes and similar quality-oriented standards
- To adhere to Butler’s standards and procedures and enforce the same
2. Service
- Foster Raffles Values; Excellence, Respect, Integrity, Caring
- Internalize Raffles Brand personality; Charming, Graceful, Thoughtful, Welcoming
- Go extra mile to make sure every guest needs are not just met, but exceeded.
- Assist and support team members and other departments in order to ensure a smooth operation
- Create relationship with employees that is based on open and sincere communication which leads to building long lasting trustful relationships
- Never fail the Top 5 Service Excellence
- Look at me
- Smile at me
- Talk to me
- Listen to me
- Thank me
3. Operations
- Corresponds with guests for any requests or preferences prior to, during and following their stays.
- Regularly attends department line-ups and meetings to communicate any pertinent information and to assist in any needed activity.
- Attends training sessions, performing related duties and special projects assigned as required.
- Manages and exceeds guest expectations
- Handles and reports guest complaints to shift in-charge.
- Inspects arrival rooms to make sure all standards are met.
- Inspects occupied rooms to deliver the Raffles touch by providing proactive personalized service and exceeding expectations.
- Keeps track of all due out and stay over DND rooms
- Cleans, maintains and ensures the upkeep of guest minibars and butler minibar storerooms and reports any maintenance faults
- Ensures all unattended valuables and inside guest rooms are noted and Butler Administration Officer is informed about the same.
- Communicates with Private Dining on a regular basis to ensure amenities, guest preferences and other such points are taken care of and carried out flawlessly.
- Practices up-selling of the hotel products and facilities.
- Ensures that repeat and long stay guests are greeted regularly and the profiles are updated.
- Provides in-room check-ins and room orientations for guest comfort
- Decorates rooms for kids and special occasion rooms and provides special attention to such reservations.
- Realizes the multi-cultural nature of guest profiles and provides personalized service accordingly.
- Takes regular inventories of all items and informs butler admin supervisor for any fresh stocks required.
- Ensures smooth handover of daily activities to next shift.
- Provides additional services such as laundry, packing and shoe shine service and ensures that special preferences of all guests are taken into consideration.
4.Values
- Respect – We respect each individual and the environment in which we operate.
- Excellence – We make genuine connections, and we cherish every opportunity to make the people around us feel special.
- Belonging - We celebrate our differences. We support each other and we always stand together.
- Empowerment – We have authority to take initiative and anticipate moments that create unforgettable experiences.
- Integrity – We build trust through mutual respect and being authentic.
Qualifications
CHARACTERISTICS REQUIRED - PHYSICAL
ESSENTIAL
- Neat appearance
- Articulate
- Good Posture
CHARACTERISTICS REQUIRED - LANGUAGES
ESSENTIAL
- Oral and written fluency in English
- Local language
DESIRABLE
- Other languages
CHARACTERISTICS REQUIRED - QUALIFICATIONS/TRAINING
ESSENTIAL
- University Degree
- Housekeeping, Food and Beverage or/and Guest Relations knowledge
DESIRABLE
- Knowledge of Opera Property Management System
CHARACTERISTICS REQUIRED - WORK EXPERIENCE
ESSENTIAL
- At least 2 years of experience in a similar capacity role.
DESIRABLE
- 3 or more years’ experience in a similar role
CHARACTERISTICS REQUIRED - DISPOSITION
Leadership;
Relationships;
Character;
Potential
ESSENTIAL
- Ability to motivate and lead
- Strong interpersonal skills
- Attention to detail
- Multitasking
Additional Information
Raffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates
