THE ROLE
The Butler is at the center of Sofitel Bali Nusa Dua Beach Resort guest service experience. The role encompasses a spectrum of responsibilities from pre-arrival, arrival, in-house, departure and post-stay arrangements. The Butler strives to listen attentively, observe all details, and personalizes any interaction with the aim to anticipate and be intuitive of guests’ needs and wants. The Butler is an ambassador of the hotel, well-rounded in all areas of the hotel and knowledgeable of all areas including Front Office, Housekeeping, Food and Beverage, Housekeeping and Spa & Wellbeing.
KEY ROLES & RESPONSIBILITIES
- Takes responsibility and ownership in creating personal connections through emotional luxury between Butlers and guests.
- Engages and customizes check-in procedures, suite set-up, and suite orientation.
- Offers welcome drinks, creates bespoke destination itineraries and dining recommendations.
- Intuitively anticipates through observation and interactions guests’ needs and wants and orchestrates special occasions and celebrations.
- Ensures all suites receive prompt and courteous service.
- Ensures that special preferences of all guests are taken into consideration.
- Regular service offerings include unpacking, packing, light laundry handling, shoe-shine service.
- Works closely with in room dining and engages / customizes replenishment of amenities for occupied suites.
- Liaises with in room dining and housekeeping and checks on a regular basis to ensure amenities, guest preferences and other such points are taken care of and carried out flawlessly.
- Responsible of removal and exchange of dirty plates, cutleries, glasses etc. while replenishing amenities.
- Keeps track of all DND rooms and informs the Club Millesime Manager for further follow up.
- Offers assistance for departure arrangements and provides fond farewell.
- Responsible of the cleaning and maintenance of all Butler areas including guest suites, pantries, stores, equipment perishables, stationary, etc.
- Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests’ requests.
- Ensures all communication is carried clearly amongst the team.
- Performs related duties and special projects assigned.
- Ensures service standards and individual performance are aligned with Accor Hotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
- Executes the annual upsell strategy and achieves all goals as set by management and cooperates with the Front Office team in promoting inter-hotel sales and in-house restaurants and facilities.
- Cooperates closely with In-Suite Dining and Housekeeping to ensure a seamless In Room Dining and cleaning experience. Acts as a link for guests with all other areas of the hotel.
- Addresses any security incidents and guest complaints to the Club Millesime Manager and reacts proactively when suitable and appropriate.
- Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Local Standard Operation Procedure (LSOP) as well as Forbes 5 star / Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management.
- Performs any duties and special projects as requested by management whether in your own department or any other department in the hotel.
- Follows Hotel Evacuation Policy in case of an Emergency.
