Company Description
Raffles Udaipur, your private oasis. A destination for the curious, well-travelled connoisseur on a constant quest for peace, calm and discovery. Located on a 21 acres private island amid lush greenery, perfect for a rejuvenating stay. Enjoy seasonally inspired dining experiences and unmatched hotel services and amenities.
Job Description
Front Office Operation
* Has full awareness, manages and supervises all tasks of his/her staff.
* Direct work assignments of supervisory and non-supervisory personnel.
* Inform other operating departments of matters related to Butler operations, notably to ensure VIP status and other such information to Housekeeping, Engineering, Laundry, Sales, Food & Beverage etc.
* Schedule routine inspections by Assistant Managers of all butler/Front office areas including occupied and non-occupied rooms.
* Inspect guest rooms and pantries on a regular basis to ensure guest preferences are met.
* Appraise appearance, discipline and efficiency of all staff under direct supervision.
* Ensure consumption of resident supplies is under control.
* Monitor and control relevant procedures including lost and found, key control, etc.
* Ensure Butlers deliver the Raffles touch by providing pro-active personalized service.
* Ensure tactful up-selling is optimized and hotel products and facilities are utilized to the utmost by all guests.
* Ensure butlers receive recognition for their efforts in the form of regular feedback.
* Ensure long-staying/special-attention/occasion-celebrating/repeat guests are taken care of exclusively, paying particular attention to their needs and requests.
* Co-ordinating with the Engineering Department about their routine maintenance of the equipment.
* Overall controlling and supervision of the Department.
* Training and coordination with supporting Departments.
* Make reports and recommendations when required.
* Supervise the Front Office/Butler team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
* Maintain inter-departmental relationships to ensure seamless customer service.
* Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
* Approve upgrades and special amenities.
* Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees.
* Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information.
* Work with the Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
‒ Plan for future staffing needs and recruit in line with company guidelines.
‒ Analyze training needs of Butlers and develop training programs.
‒ Conduct probation and formal performance appraisals.
‒ Coach, counsel, discipline staff and provide constructive feedback to staff.
* Adhere to OH&S policies and procedures and ensure all direct reports do the same.
* Log security incidents and accidents in accordance with hotel requirements.
* Work with the Finance and Director of Rooms in the preparation and management of the department’s budget and P&L.
Team Management
* Interview, select and recruit Front Office employees.
* Identify and develop team members with potential.
* Conduct performance review with the team.
* Constantly monitor team members’ appearance, attitude and degree of professionalism.
* Prepare detailed induction programs for new employees.
* Develop, conduct and maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business.
* Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service.
* Prepare payroll and gratuity reports.
* Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication.
Other Responsibilities
* Maintain complete knowledge of all food & beverage services, outlets and hotel services/features.
* Be well versed in hotel fire & life safety/emergency procedures.
* Attend all briefings, meetings and trainings as assigned by management.
* Report for duty on time wearing clean and complete uniform at all times.
* Maintain a high standard of personal appearance and hygiene at all times.
* Perform other reasonable duties assigned by the Management of the Hotel.
Main Complexity/Critical issues in the Job
Maintain highest standards and quality of service in the respective areas of butler.
Qualifications
* Degree in Tourism & Hospitality Management.
* Minimum 5 years experience in a similar capacity in a luxury hotel environment with 3 years at an Assistant Manager level. Excellent reading, writing and oral proficiency in English language.
* Ability to speak other languages and basic understanding of local languages will be an advantage.
* Good working knowledge of MS Excel, Word, & PowerPoint.
Additional Information
* An opportunity to be with the world’s preferred hospitality company.
* Captivating and rewarding experience working alongside passionate professionals.
* Range of exclusive Heartist Benefits.
* Develop your talent through learning programs by Academy Accor.
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