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Assistant Butler

3 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Raffles Doha Full time
Roles and responsibilities
  • Supports Butlers in creating personal connections with guests through emotional luxury.
  • Responsible to have full knowledge of in suite and maxi bar set-ups.
  • Supports Butler in regular service offerings include unpacking, packing, light laundry handling, shoe-shine service if needed.
  • Fully understands the difference of room categories and guest levels / VIPs.
  • Promptly answers calls, instant messages from the Butler they work with as well as in their department.
  • Engages, customizes and organises in suite Maxi Bar set-ups for the occupied suites with the instructions of the Butler.
  • Make sure to report used items in suites Maxi Bars and are charged to the guest's accounts.
  • Make sure Butler trolleys and dedicated pantries are well-stocked and ready for the next shift.
  • Cleans and maintains all Butler working areas including guest suites, pantries, stores, equipment, perishables, stationary, etc. with the instruction and support of the Butler they work with.
  • Follows up necessary hygiene procedures on daily basis.
  • Completes the missing products from purchasing department and stocks them neatly in the designated pantries / storages.
  • Works closely with in room dining and engages / customizes replenishment of amenities for the occupied suites with the instructions of the Butler.
  • Responsible of removal and exchange of dirty plates, cutleries, glasses etc. while replenishing amenities and Maxi Bars for occupied suites with the instructions of the Butler.
  • Ensures all communication is carried clearly amongst the team.
  • Intuitively anticipates through observation and interactions guests' needs and wants. Shares guest preferences with Butlers to be recorded on guest's profile.
  • Ensures service standards and individual performance are aligned with Accor Hotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
  • Cooperates closely with Butlers and Butler supervisors to ensure a seamless service. Acts as a link for guests with all other areas of the hotel.
  • Addresses any security incidents and guest complaints to the Head Butler and reacts proactively when suitable and appropriate.
  • Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Doha Local Standard Operation Procedure (LSOP) as well as Forbes 5 star / Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management.
  • Performs any duties and special projects as requested by management whether in your own department or any other department in the hotel.
  • Follows Hotel Evacuation Policy in case of an Emergency.
Desired candidate profile
  • Possesses strong interpersonal skills and ability to communicate in second language.
  • Ascertains and addresses guest/colleague needs.
  • Focuses on service with an eye for detail and an approachable attitude.
  • Works well under pressure, analyses and resolves problems, exercises good judgment and with a high degree of professionalism.
  • Prioritizes and organizes work assignments and delegates work effectively.
  • Self-motivates and shows good initiative in a dynamic environment.
  • Ensures security and confidentiality of guest and hotel information.
  • Embraces and responds to change effectively.
  • Understands international luxury travelers and their needs.
  • International level of quality and non-hotel experience a plus.
  • An understanding of cultural nuisances in dealing with local and Middle Eastern guests.
  • Anticipates the needs and the assistance a Butler might need upon a guest's stay, from their arrival to departure.
  • Strives an effort to capture the fineness of the everyday work.
  • Shows enthusiasm for self-development.