Head Butler (Khách sạn 5 sao tại Hà Nội)

The Head Butler will establish planning for the control and success of ongoing operations. Direct the policies, standards & procedures, trainings, coaching, and programmes governing all operational of the facility.

The Head butler provides a service of Excellence, details & keeps as guidelines: personalization of service, discretion & availability

MAIN DUTIES:

Administration

The Head Butler is first of all a Butler & must consequently adhere to the following Butler tasks. Besides, the Head Butler has the following duties:

• To develop the Butler section to an even higher level of service in junction with the Front office Manager and guest relation.

• To actively overlook all the VIP (Gold/ Silver/Bronze) & suites and club expected arrivals to ensure that we did not miss any information

• To train the Butlers to ensure that they provide the highest level of service possible.

• Daily communication with each shift, following the needs.

• To supervise the Butler team, being directly responsible for the overall Butler Operations.

• Prepare weekly VIP coming and inform all the management during luxury forum.

• To lead the VIPs information in all required Meetings/ Briefings daily and weekly.

• Co-ordinate with all departments.

The Head Butler looks after all the VIPs (Gold + Silver+ Bronze), and the guests staying in prestige suites, Legendary suite and Imperial suite

The Head Butler has the responsibility to ensure the full comfort of his/her guests from their arrival until their departure.

The Head Butler is personally responsible to ensure that we deliver the legendary service.

During the duty, the Head Butler is expected to act as a hotel representative.

Exchange information with other Sofitel before and after guest arrival / departure.

Financial and Revenue Responsibilities

• On every Monday, Head Butler has to check butler store to see if needed to order for any stuff (history book, note book, ball-point pen, highlighter, print paper, shoe polish, business card, etc) to Purchasing dept. or General Store then recording in the monthly report.

• Head Butler has to record the total number of VIP Gold, Silver and Bronze in month in order to know how many amenities (fresh fruit, sparkling/ still water bottle, champagne, etc) we offered these guests, then sending this report to CMM at the end of month.

Training and Human Resources Management

• Head Butler has to attend to the daily briefing at 2:00pm everyday conducted by Club Metropole Manager or

• Conducted daily briefing at 2.00pm for Club team if Club Manager Busy

• Training at least 4 hours per month for Butler team

• Head Butler has to attend the Orientation training, Key of Luxury, Sofitel Appearance and Attitude, other training if required to know and understand well about the values & rules of Accor and Sofitel in order to improve the hotel services better & better and take best care of guest.

• Head Butler has responsibility to train new coming butlers in the butler job description, hotel activities & rules, …

Guest Service Responsibilities

Operation Duties

• The Head Butler will create/supervise the “Guest History” for each of his guest by collecting a maximum of information about the guest before his arrival, follow with “Your butler is expecting you”, then during the guest’ stay.

• The Guest history will be updated as needed & the information will be used during the guest’ stay in order to personalize in serving guest, surprise the guest & make the guest feel at home.

• Each VIP paper file is collected properly in the arrival date (Reservation confirmation, “Your butler is expecting you”….), check title, try to find guest’s picture (internet, contact person…)

• For the repeated guests, need to follow the guest profile in PMS and to prepare properly his come back.

• Bath and pillow menu to be checked and controlled ( stock , monthly report … )

Pre-Arrival:

• The Head Butler will prepare the guest arrival as per established procedure, ensure that the room is inspected in all details, follow up with “Your butler is expecting you”, special requests & preferences applied, guest treatment standard, heck in setup.

• The Head Butler will double check the limousine setup, cleanliness & punctuality (when applicable) & ensure that the Concierge is in alert & aware of the room number.

• Coordinate with concierge to prepare the Legend Limousine service with Guest Relations

Arrival:

• Express check-in in room for all VIPs, suite guests.

• The Head Butler will ensure that the “Welcoming Committee” is informed & in standby.

• The Head Butler has to introduce himself/herself upon check in with business card, introduce and offer Butler services.

• The Head Butler use s the guest’s name during the escort experience.

• The Head Butler provides an overview of the property and any helpful information about the facilities, during the escort.

• The Head Butler anticipate guest needs based upon what is learned during the escort/ delivery process (Perhaps updating the Guest History profile and sharing the information with other Butler)

• The Head Butler demonstrates how to use the key and opens the guestroom door for the guest.

• The Head Butler describes the guestroom features (such as telephone, television, amenities, wake up call, and explains the safety and security features (such as exits, door locks and safes)

• Coordinate with bell boy hangs the garment bags in the closet and places suitcase on the luggage rack for the guest.

• The Head Butler offer (and provides if accepted ) packing services and additional services such us : shoes shine, ironing, obtaining ice or arranging a wake up call, dining reservation, spa reservation, reconfirm flight ticket…

• The Head Butler ask the guest’s passport for registration, a business card for contact information and the method of payment for their stay, offer A-club card…

• The Head Butler reconfirm room rate, room type, departure date…and informed about club benefits.

• The Head Butler provides a personalized closing using the guest’s name and inquires whether there is anything else butler may do for the guest

• During his stay, the Head butler will be available on guest request to assist the guest and make his stay as comfortable as possible.

• When the guest leaves the hotel, Head Butler will coordinate with housekeeping to keep habit of the guest, the Room Cleaning & Turndown service & will take those opportunities to check the room/suite, refresh what needs to be refreshed & ensure that the room/suite is kept at all times in the best conditions possible.

• The Head Butler will inform call center, room service about guests: any food allergies, any diet requirements, food and beverage preference…

• The Head Butler will coordinate as well the Wake up call with call center & the Room-service breakfast when required & will ensure the consistent follow up of the departments concerned.

• The Head Butler will coordinate with Guest Relations take care guest if they booked hotel tour.

• If we know the time the guest is coming back, Head Butler should stand by at the lobby or by his room to open the door for him …

Departure:

• The Head Butler reviews accurately the invoice one day before guest’s departure.

• The Head Butler contacts the next destination (other hotels / tours) for proper welcome arrangement for the guests.

• The Head Butler suggests to pack the Guest’s luggage ,

• The Head Butler provides the weather forecast (Printed from BBC) for the guest’s next destination.

• Organize the Golden book & photo shooting for TOP VIP.

• Coordinate the luggage down with the Concierge, make sure the luggage are picked – up on time , check the limousine set up, cleanliness (if applicable) & ensure it is in standby on time.

• Control luggage in the car.

• The Head Butler provides a personalized closing the guest’s name and inquires where there is anything else the Butler may do for the guest.

• Finally, the Head butler and management will warmly farewell the guest in the lobby.

• Follow up after departure

• Send “A thank you letter” after the guest's leaves the hotel.

• Record the guest's comments in Fidelio so we would be able to improve our services and be prepared for his next visit

• Report all left over belonging of VIP, record and keep in correct place and to reset for next arrival if required or send email to inform the guest.

Employee Relations:

• To ensure and maintain a positive relationship with all Hotel departments.

• Responsible for supervising all aspects of employees such as hiring, recognition, progressive corrective action.

• Responsible for the efficient training of all employees in all aspects of job tasks.

• Responsible for Butlers training in pertinent emergency procedures and ensuring all departments are well versed in facility operations (cross training).

• To ensure all employees adhere to all hotel standards as stated in the employee handbook.

• To conduct performance appraisals on a timely manor

Miscellaneous

• Every Tuesday, HeadButler has to check all VIP guests arriving in the following week to make a weekly VIP list with title & photo if possible and send it to other related departments to be aware before guest’s arrival.

• Head Butler contacts travel agents/ companies (for the guest booked through TA/ company) to ask for the contact (name and cell phone number of the driver or tour guide who takes the guest to our hotel) & flight details of the guest arriving in the following days (4 - 5 consecutive days) in order to be easier to welcome the guest at the hotel.

• Check the VIP guests arriving in the following days (3 - 4 consecutive days) to prepare the welcome card.

• And double check again all the welcome card written by GM/RM for VIP guests arriving today to see if it's correct name & enough or not, if it's not correct or not enough, please prepare the new blank card and send all to GM/RM office for ignature and collect them as soon as they have been done.

• Every day, the Head Butlerhas to check VIP (Gold, Silver and Bronze) arriving in the following day and email to other related departments to let them know about that.

• Every week, the Head Butler has to check VIP (Gold, Silver and Bronze) arriving in the following week and make a “weekly VIP list” and then, send email with attached file to other related departments to let them know about that.

GENERAL DUTIES:

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified

• Be fully conversant with all departmental Fire, Emergency and Bomb procedures

• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees

• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.

• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

To be fully conversant with:

• Hotel fire procedures

• Hotel security procedures

• Hotel Health and Safety policy and procedures

• Hotel Facilities and attractions

• Hotel standards of operation and departmental procedures

• Sofitel Keys of Luxury and Appearance guidelines

• Sofitel “BE Magnifique” vision and its corresponding strategies

• Methods of accepted payment of the company

• Short and long term company marketing promotions

Will be discussed during interview

- Học vấn: Trình độ đại học

- Ngoại ngữ: Thành thạo tiếng anh

- Kỹ năng cần có: Giao tiếp thành thạo tiếng anh, vi tính.