Head Butler

General Duties 

1. Support Front Office Manager to manage and organizes Front Office team whose mission is to ensure service and product quality standards are met and that optimum service is provided to all guests according to Hotel’s and Company’s objectives.   This is accomplished within the scope of a budget and in conformity with well- defined management norms. 
2. To be the champion of membership program for the resort and sharing through training to other colleagues on information related to membership program 
3. Responsible for planning, directing, controlling, co-coordinating and participating in the activities of all personnel engaged in guest-related activities in Front Office. 
4. Responsible for the operation of the Front Office department, overall condition and maintenance of the property, repair and up keeping of the furniture, fixtures and equipment's, installations, systems and buildings of the Hotel. Both in term of assets and respect of equipment’s. 
5. Monitor Front Office personnel in particular Butler team to ensure guests receive prompt, cordial attention and personal recognition at all-time especially for special attention guest and VIP 
6. Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue by setting up target and drive the team to achieve up-sell program for villa and in house activities 
7. Promote internal hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with Resort’s Sales and Marketing Program 
8. Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out 
9. To know and implement system recovery procedures when needed, interpret reports and share the necessary information to relevant department for improvements 
10. Monitor and control the VIP amenities, making sure that they are fresh and in high quality  
11. Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information 
12. Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information 
13. Maintain all procedures and adheres to them within the  guidelines; in particular with emphasis on hotel credit policy. 
14. In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, Tsunami, etc 
15. Works with Housekeeping and Finance in the preparation and monitoring of the Rooms’ and FO budget and forecast.  

Management Responsibilities 

1. Prepares efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures 
2. Works with Front Office Manager on manpower planning and management needs 
3. Responsible for ensuring implementation of the hotel vision in the Front Office department and implementation of the regular business action plans. 
4. Ensure that all policies, procedures and rules set by the management are adhered to by the staff in the Front Office department 
5. Maintain inter-departmental relationships to ensure seamless customer service 
6. Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental colleagues 

General Responsibilities 

1. Plans, directs, controls and co-ordinates activities of all Front Office personnel on activities related to guest to make sure personalized service is extended at all-time to in house guest to maximize guest satisfaction 
2. Responsible for the elaboration and implementation of standards related to SOP and LQA standards 
3. Schedule and regularly conducts routine inspections of areas under his control 
4. Checks all Front Office equipment including buggy and hotel vehicle, making sure they are in clean and in good working conditions, follow up on equipment that need repair, additional spare parts, replacement or disposal 
5. Co-operates with  the  Purchasing  department  in  locating  sources  for needed items, substitutes locally available for imported ones and ensure best quality and value for money 
6. Controls   costs   by minimizing/decreasing chances of property damage,   maintaining   adequate inventory of items including stationeries and collaterals