HEAD BUTLER, LUXURY FIVE STAR HOTEL, CAPE TOWN Job Purpose To ensure personalised service to all Club & VIP Hotel guests in accordance with Luxury Standards and maximise revenues & profitability in the Butler Service Department. Promote further services of the Hotel Luxury Brand. Major Areas of Responsibility Maintain a beverage stock variance of less than R 500 on average per month. To achieve and maintain a low Room Amenity Cost with correct billing and ordering levels. Maintain and regularly update a clear job profile for each individual butler. To maintain the best possible guest satisfaction / experience at lowest cost. To continuously achieve and improve on revenue income as a non-revenue generating department and still maintain an accurate staffing and supply cost throughout. General & Hotel Knowledge of The Hotels & Palaces and sister companies Hotel Facilities – Business Centre, Spa, Restaurants and Bar Handles special projects delegated by F&B Director Communication Coordinates and communicates closely with Housekeeping, Food Production & Service Department and Engineering and with other departments as required. Hold monthly team communications meetings and distribute minutes to F&B Director and HR Manager. Departmental Continuously improve and innovate upon product and services. Plan and forecast occupancy and activities for the department on a weekly basis. Implement systems and procedures that achieve higher cost efficiency and guest satisfaction. Prepare monthly reports on the performance of the outlet Ensure that the outlet procures the best quality raw material and cost effective equipment. Conduct mid-month and month-end beverage inventory audits and the publishing of stock variance checks, explanations and remedying action plans. Implements butler procedures and performance against results. Distribution of work assignments for each butler within the team. Inspects all rooms sporadically to ensure that standards are met and maintained. Emphasis to ensure 100% coordination for single point entry with any requests and service pertaining to Housekeeping and Engineering. Manages processes to ensure no beverage or mini-bar stock item ever reaches its expiry date. To conduct daily audits in the rooms to ensure compliance to standards. Guest Related The ability to provide accurate information to guests in a courteous manner; fill all reasonable guests request and requirements; anticipates guests needs. The ability to know what activities are available in the city; i.e. theatre, the arts, special exhibits, concerts, shows, sports, leisure activities, sight seeing tours, etc. The ability to recite all hotel services, hours of operation, key personnel, hotel policies, etc. The ability to keep the Senior Management well informed of any guests concerns or complaints, and action taken. Implement & maintain an effective system of recording guest history, preferences and other guest related data in Amadeus. Give the guest a fond farewell and hands over all departure gifts and process relating to it. Staff & Training Guides and help butlers in their daily tasks to ensure a consistently high quality of work delivered. Makes the training plan and audits members accordingly to improve overall staff potential. Provides hands-on training for the team members on a continuous basis. Manage the selection, training, and development of employees with an eye toward maximum employee satisfaction, productivity and guest satisfaction. Maintain morale of staff to achieve minimal department turnover. Coach, counsel and discipline staff, providing constructive feedback to enhance performance. Approve leave requests after considering peaks and troughs in the business. Ensure staffing and rostering requirement are met for the department and submitted to F&B Management and HR. Performance Appraisal/Management of the staff in the department. Provides hands-on training for the team members on a continuous basis Facilitate learning and development for all the team members of the outlet. To ensure staff is well groomed and well informed. Motivate staff through leadership. Knowledge on recruitment, staffing, and training needs. Departmental & General Under the general guidance of the Butler Supervisor, or his/her delegate within the limits of established Hotel and local policies and procedures, oversees and directs all aspects of overall hotel operations which includes reservation, telephones, reception, concierge, travel desk, library, bell desk, business centre, guest relations, in room dining, private bar, as outlined in the SOP. Inspects and monitors all areas of the department to ensure the highest quality assurance standards and promotes the desired work culture among all team members. Telephone calls to be handled professionally and in accordance with departmental standards. Perform other related duties incidental to the work described herein. Ensure the smooth day-to-day functioning of the outlet. To look into the day to day reservations of the lounge and restaurant bookings, guest movement and activities. Oversee all procedures and daily activities within Club Maintains an effective system of recording guest history, preferences and other guest related data. (Amadeus) Work in association with the Reservation and Front of Houseand the Sale & Marketing department in the area of guest mix, guest profiles. Ensure that all the operational standards set for all the equipments& processes are followed. This includes a monthly Operating equipment inventory audit in conjunction of a monthly breakage report being published. Ensure no beverage or mini-bar stock items every reaches its expiry dates. Support IRD with various integrated activities during low and high volume periods. To see that the Club Lounge is properly set up with the required mise-en-place. Knowledge of menu to aid up-selling. To ensure proper billing of tables or room. To ensure service standards are maintained. Ensure adherence to service and clearance procedures. Be aware of the complaint handling procedure. Actively participate in all the training programmes, learn and execute the same. Has a complete understanding of the billing cycle and facilities offered in house. Has thorough knowledge of city and surroundings and able to make relevant books. Attending phone calls & handling enquiries. To remit cash & sales summary at the end of a shift. To make & follow-up job orders of maintenance basis. Control cost by minimizing pilferage & breakage. Ensures adequate stock of the operating supplies as per the re-ordering levels. Constantly innovate and improve the processes of the department for guest delight. Check on all aspects of grooming before and during the operational hours. Maintain high levels of personal hygiene. Ensure the cleanliness of Club and correct storage, handling and inventory of all items of stock and equipment. Perform other related duties incidental to the work described herein. Enabling and adherence of the principles and work practices detailed under HACCP System in the department viz., Food Safety, Hygiene and Cleanliness, Health, Storage etc as applicable to the area of your work place. Ensure all reports, registers and logbooks are updated. Keeps himself informed of all promotions within the hotel and all other social and cultural events happening outside of the hotel. Coordinates with the Front Desk regarding these events on a weekly basis. Knowledge on hotel events, activities, and promotions Performs related duties and special projects as assigned Plans and prepares requisition systematically for food and beverage supplies and arranges its pick-up and organized storage. Coordinates with other departments to accomplish guests requests and needs. Logs down all important entries into the log book for reference and information. Performs duties other than the above as may be required by the F&B Management. Daily breakfast, afternoon tea and cocktail hour food request and buffet set up. Guest Related To develop guest recognition and retain their preferences. Maintain constant guest contact, build relationships and solicit feedback. To develop guest recognition and retain their preferences. Ensure all guest preferences are taken and actioned. To take guest orders (telephonically or in room) and ensure proper execution of the same. To ensure all guest requests are attended to promptly, eg. Valet, Laundry, Food and Beverage, Concierge, Front Office and Maintenance. Personally enquire & ensure complete guest satisfaction. Handles minor guest complaints and/or refers them to the Team Coordinator or Operations Manager for appropriate action. Acquaints himself with names of all guests occupying rooms on the floors he is assigned plus their individual preferences and needs. Checks-out guests Helps maintain an effective guest history system by reporting to the Team Coordinator any additional information about guests preferences which he may encounter. Ensures that you work in a safe manner that does not harm or injure self or others. To be involved with Health & Safety within the department. Ensuring compliance within the department and that Health & Safety directives are carried out. Anticipate possible and probable hazards and conditions and either correct them or take action to prevent them from happening. Ensure that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct maintained. Continuously endeavour to improve the departments efficient operation, and knowledge of own job function. Qualifications and Experience Graduates from reputed hotel management schools (desirable) Graduates with experience in hotels or hospitality sector Graduates from a reputable Butler Academy 2 to 3 years in F&B Service Directly Reports F&B Management Key Customers Immediate team, managers and associates from support departments, internal and external guests. Key Success Metrics Guest Satisfaction Language Proficiency Should be fluent in English. Additional language advantageous Knowledge & Skills Experience in luxury hotels Knowledge and experience of ALL hotel services Knowledge about Food and Beverage service, including cuisines, menus, accompaniments, wines, beers, spirits, cocktails, tobacco, teas , coffees, other non alcoholic beverages and their service Rules of F&B service and service etiquette Must have the ability to get around actively and gets work done when conditions require it Able to adapt quickly to different situations / flexible Must have a technical know usage of business machines Must have a pleasing and service orientated personality Must possess decision-making skills Goal-oriented Must be willing to learn and be trained Has a positive attitude towards work Must possess excellent oral and written communication skills Fluency in second language is an advantage Ability to get things done through teamwork Willingness to work under pressure Must have telephone etiquette Computer literate (Amadeus, Microsoft and Infogenesis POS)
