Company Description
Raffles Hotels & Resort is a collection of award-winning luxury hotels located in vibrant destinations around the world. It is part of AccorHotels brands, which offers unique moments and diverse experiences in more than 4,100 addresses throughout 95 countries. From luxury to economy, each hotel shares a common, well-being and warm welcome.
Raffles Seychelles offers spectacular colleague accommodation, accompanied by world-class facilities, transportation, uniforms, meals, and boat tickets to and from Praslin/Mahé. The Resort features 86 luxurious villas, the award-winning Raffles Spa as well as several stylish and unique dining options.
We offer excellent career development and growth opportunities for our colleagues who have the talent, dedication, drive, and passion to be part of a leading global luxury hospitality brand.
Job Description
The Head Butler is in charge of the management of the Butler team and carries out managerial duties and any other duties as assigned by the management. The Head Butler is responsible for achieving targets.
KEY ROLES & RESPONSIBILITIES Have thorough knowledge of all SOPs for the Butler Service department.Have thorough knowledge of local rules and regulations.Extensive knowledge of Opera PMS and knowledge of the online platform used for daily task functions and task delegation.Be fully aware of Raffles Brand Standards and Values, and have thorough knowledge of LQA, Forbes, and similar quality-oriented standards.Enforce Butler's standards and procedures.Foster Raffles Values: Excellence, Respect, Integrity, and Caring.Internalize Raffles Brand personality: Charming, Graceful, Thoughtful, Welcoming.Go the extra mile to ensure every guest's needs are not just met but exceeded.Assist and support team members and other departments to ensure smooth operations.Create relationships with employees based on open and sincere communication that leads to long-lasting trustful relationships.Never fail the Top 5 Service Excellence: Look at me, Smile at me, Talk to me, Listen to me, Thank me.Manage and supervise tasks of the department to ensure guests receive prompt, cordial attention, and personal recognition.Ensure guests receive the experience as detailed in SOPs, quality standards, and aim to achieve the scores and goals set by management.Implement departmental strategies and action plans in accordance with the hotel's strategic and sales plans.Accountable for driving and creating action plans for Butlers' performance in audits and KPIs.Conduct comprehensive monthly departmental meetings to review procedures and events.Plan operational procedures and organize recruitment.Plan the budget and the yearly revenue target.Conduct statistical, performance, and forecast reports.Practice up-selling of the hotel products and facilities.Proactively handle any guest issues, coordinate and manage communication between guests and staff, and follow up to ensure complete service recovery.Direct work assignments of all staff under direct supervision and coordinate with other operating departments regarding Butler operations.Schedule weekly department shifts according to occupancy, VIPs, and training plans. Organize leaves of absence and follow up on forms.Work on improvements in the quality of products and services.Provide regular feedback for all staff under direct supervision and ensure they receive recognition based on performance evaluations.Analyze guest feedback and provide strategic direction to continuously improve overall ratings.Attend Trophy training as part of KPIs and enter factual data, information, and comments into the Trophy report weekly. Explain and justify assumptions and forecasts entered into the Trophy as the KPI on Trophy will be based on the accuracy of the analysis and forecasted numbers provided.Lead and guide the Butler team to provide the best service to all team members.Ensure strong leadership practices to actualize an individualized approach to motivation and recognition processes.Transfer knowledge and responsibility to other team members to improve the team experience and create a shadow cabinet.Qualifications
Good housekeeping and guest relations knowledge.Minimum 5 years experience as a Head Butler in a luxury hotel environment.Degree in Hotel Management is an asset.Strong interpersonal skills to coach, mentor, and inspire the team to perform at their best.Additional Information
Oral and written fluency in English.Knowledge of other languages.Ability to motivate and lead.Self-starter.Future leader.People and customer-oriented.Neat appearance.Articulate.Good posture.Motivator & self-starter; displays initiative & creativity.Team builder.Committed, flexible & ability to adapt to different working locations.
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