Butler (Hotel VIP/Customer Service)

Job Responsibilities

Execute Butler core tasks
. Takes accountability and ownership with every guest assigned in ensuring purposeful engagement and butler presence in each of their stay
. Diligently studies the guest profile of incoming arrivals, including but not limited to checking on guest history, conducting research on internet or social media platforms, sending out pre-arrival email and respond promptly, making amenities requisition, assisting with guests requests effectively over the phone, taking in-room dining orders, placing the order over POS (Point of Sales) system, dispatching job to floor butler as and when required, coordinating among internal and external stakeholders/vendors via MS Teams, messaging and other operational-related systems
. Responds to guest professionally in-person, over the phone, emails, and messaging systems
. Assists with limousine/taxi bookings, dining, attractions and entertainment reservations/ticket purchase, and any other guest queries/requests
. Prepares thoughtfully each suite, conducts seamless arrival meet and greet and in-suite check-in, customizes suite orientation, offers welcome drink, initiates unpacking service and customizes itinerary based on guest's preferences
. Serves and replenishes amenities, facilitates daily make-up room and turndown services, assists with laundry services, performs shoe-shining, and purposefully notes down preferences through observations and interactions
. Makes appropriate dining recommendations, proficiently takes in-room dining order, promptly serves the order and organize clearance of soiled dishes
. Orchestrates celebrations for guest with special occasions with creativity and customization
. Proactively connects with guests for pre-departure arrangement, initiates packing assistance, booking of limousine, luggage assistance, ensures accuracy of bill settlement and conducts a seamless check-out and fond farewell
. Addresses any security incidents and feedback to Butler Management
. Resolves feedback and guest challenges with good standard
. Rotates to any taskforce when operationally required
. Rotates to Butler Command Center as and when designated (located at Perennial Business Centre)
. Adapts to changes and ensure adherence to organizational operating procedures and service standards
. Performs any other duties and responsibilities as and when assigned by Management

Perform Service and Operational Excellence
. Performs all tasks with accordance to Forbes 5 stars standards and guidelines
. Always exhibits exceptional service to guests and fellow employees
. Ensures handover between shifts are communicated effectively
. Attends daily pre-shift briefing and post-shift debrief, and job-related trainings
. Obtains and keeps Guest/VIP preferences up to date in OPERA and individual profile sheet along the stay journey - Pre-arrival, arrival, in-house, departure, post-departure, and return stay
. Maintains cleanliness of front and back of house (lift lobbies, corridors, storage rooms, offices, pantries, etc.)
. Stays up to date on internal promotions and local offerings
. Adheres to department's grooming standards and professional disposition
. Recommends innovative ideas to enhance guest journey
. Suggests improvements towards butlers efficiency and effectiveness

Apply Operational Risks
. Adheres to Workplace Safety and Health (WSH) policies, practices, and procedures
. Monitors activities in both front and back of the house reports any suspicious characters, items, and/or activities to Security Department
. Responds to emergency situations and reports to Butler management
. Able to understand Butler Services Risk assessment forms and assist the Manager on Duty to collect all specific details
. Handles luggage/baggage lifting, placement or other related requests such as moving or storing the items.
. Lengthy periods of standing, walking seating or taking stairs may be required
. Moves operational equipment or other items may be requested. This includes constant movement with the Butler trolleys, pushing and carrying items
. Able to perform under high stress level and able to deal with challenging guests/situations

Participate Employee Engagement
. Holds the values of One MBS (Marina Bay Sands) culture
. Works cohesively and respectfully within the department
. Ensures a collaborative working relationship with other departments and vendors
. Self-motivates for continuous self-learning and development

Involve in Documentation, Financial and report management
. Attends scheduled departmental meetings as required
. Reviews systems and processes for workflow and productivity improvement
. Performs administrative duties such as inventory and filing of reports as required based on the assigned duties given within the Paiza Butler Tea
. Observes the usage of supplies to ensure that it is within budget and minimize wastage
. Contributes ideas in support of the company vision, mission, value, and guiding principles
. Actively involves in Sands Cares and sustainability programmes to drive organisational initiatives

Job Requirements

Education & Certification
. Diploma or Degree in Hospitality or Tourism Management preferred

Experience
. Minimum 1 year experience in relevant experience

Other Prerequisites
. Proficient in the use of Property Management System and all relevant property management and operational systems, such as FCS, LDS, and Point of Sales (POS) Systems.
. Proficient in using Microsoft Office applications
. In-dept knowledge of Marina Bay Sands is mandatory
. Good knowledge of Singapore, the difference of multi-cultures, sights, attractions, and dining
. Excellent communication skills in English and Mandarin are essential as the role will require to serve mandarin-speaking guest
. Ability to speak other language(s) is an advantage
. Be flexible and willing to work on any day and any shift (shift rotation is based on operational demands)
. Possesses exceptional interpersonal skills and attentiveness to details
. Works well with a team and supports proactively
. Focuses on service with an eye for detail
. Prioritizes and organizes work efficiently
. Self-motivates and with a positive Can Do mindset
. Acts with integrity and high professionalism
. Embraces and adapts supportively to changes
. Self-confidence and charisma, able to engage in personal conversation with Guest in a professional manner
. Ensures security and confidentiality of guest and hotel information
. Embraces and responds to changes effectively
. Understands the needs of international luxury travellers
. Multicultural understandings