Butler (Hotel VIP/Customer Service)

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

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