Cape Town Region: Head Butler (Hotel) – Cape Town posted by Phoenix Recruitment

About the Role

We are seeking an experienced and skilled Head Butler to join our iconic Hotel in Cape Town. As a key member of our team, you will be responsible for ensuring personalised service to all guests in accordance with brand standards, maximising revenues & profitability in the Butler Service Department, and driving continuous improvement and innovation.

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
• 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

Requirements

• Relevant hospitality and butler qualifications
• At least 2 – 3 years’ experience in a large 4 / 5* hotel
• 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.
• The ability to keep the Senior Management well informed of any guest’s concerns or complaints, and action taken.

Salary & Benefits

Not specified