Cape Town: Head Butler posted by Craven Cottage CC

About the Role

As a seasoned Head Butler at Craven Cottage CC, you will be responsible for ensuring exceptional guest experiences while maintaining operational efficiency. You will work closely with various departments to achieve revenue growth, improve cost efficiency, and maintain high standards of quality assurance.

Key Responsibilities

• Maintain a beverage stock variance.
• 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.
• Maintain the best possible guest satisfaction / experience at lowest cost.
• Continuously achieve and improve on revenue income.
• 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.
• 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.
• Manages processes to ensure no beverage or mini-bar stock item ever reaches its expiry date.
• Conduct daily audits in the rooms to ensure compliance to standards.
• 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.
• Guide and help butlers in their daily tasks to ensure a consistently high quality of work delivered.
• Makes 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.
• Provides hands-on training for the team members on a continuous basis
• Facilitate learning and development for all the team members of the outlet.
• Ensure staff is well groomed and well informed.
• Motivate staff through leadership.

Requirements

• Relevant hospitality and butler qualifications
• At least 2 – 3 years’ experience in a large 4 / 5* hotel
• Should be fluent in English. Additional language advantageous
• 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
• 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, sightseeing tours, etc.
• The ability to recite all hotel services, hours of operation, key personnel, hotel policies, etc.