Butler/ Nhân viên phục vụ tầng VIP

The butler is a key element in a team of professionals striving to deliver a level of personalized service that exceeds not only the expectation of the guest but will add a point of difference from the service provided in the hotel.

The position of butler provides a very personal, detailed, seamless service to guests. A butler will take care of guests needs in a highly professional manner.

The attention to detail required and the ability to anticipate the needs of guests needs demand that the butler is a consummate hotel professional with impeccable standards.

The butler will strive to create an atmosphere that makes a ‘wow’ impression on the guests by offering Cousu Main Service.

MAIN DUTIES:

Administration

• The butler has to attend to the daily briefing at 2 PM everyday conducted by Club Metropole Manager or Head Butler or Senior Butler and monthly departmental meeting conducted by Club Metropole Manager to to update information about GSS, financial result, promotion, objective.

• The butler team is under the guidance of Head Butler, Club Metropole Manager.

• All butlers are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All butlers may be assigned to other duties in the hotel as and when required by business levels.

Financial and Revenue Responsibilities

• On every Monday, the 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.

• The butler has to record the kind of bath oil that V.I.P Gold, Silver used in Opera.

Training and Human Resources Management

• Each butler has to be trained at least 4 hours per month by Head Butler/ Senior Butler or others

• The 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 Sofitel in order to improve the hotel services better & better and take best care of guest.

Guest Service Responsibilities

• The butler has perfect knowledge of hotel facilities and services.

• The butler acts as a hotel representative with Sofitel Appearance and Attitude.

• Must has a perfect knowledge about Food and Beverage knowledge, skills and handling.

• Must has a perfect Concierge tasks, such as restaurant bookings, Airlines ticket,......

• The butler takes care of all the VIP guests (VIP Gold, VIP Silver), every guest who stays at the Executive floor (Club floor) and any guest if required.

• Total number of guest room the butler has to take care of 95 rooms: 73 Grand Premium rooms + 18 Prestige Suites + 3 Legendary Suites + 1 Grand Prestige Suite.

• The butler will take gentle care of all their guests before arrival until departure without imposing themselves on the guest and satisfy every guest’s needs and requests with the efficiency and profession.

• Create guest’s profile by collecting a maximum of information about guest before the arrival date: preferences, flight detail, name & phone number of tour guide or driver's who picks up & takes guest to the hotel...; check guest’s position, biography and image via Internet by contacting travel agent, company, guests… for all guests booked Executive Floor before 3-7 days. This guest profile must be always updated during their stay in order to well recorded and to well organized for every their stay, surprise the guest & make them feel at home.

• Prepare the guest arrival as established procedure, ensure that the room is inspected in very details, follow up special requests & preferences applied, guest treatments standard, check in package set up for individuals and group.

• On the day of guest arrival, the butler provides a warm welcome and offer personalized service: unpack luggage, wake call, making a restaurant reservation, reconfirm flight ticket, shoes shine, laundry, limousine, tour arrangement....

• During their stay the butler must be available on all the guest’s needs and requests by providing a luxury and comfortable experience and the personalized service which not only base on S.O.Ps but also go beyond guest’s expectation with “Cousu Main” Service.

• The butler has a good communication skill and relationship with other departments to make sure all guest’s requirement is totally completed.

• The Butler assists the check-out process to make sure it is done properly and fast by offering packing luggage; informing weather forecast of next destination; by coordinating with Concierge for the luggage and transport if needed

• The Butler Service will be finished by sending “Thank you letter” to guest after they leave hotel.

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