Company Description
Nestled in the beautiful Jimbaran Bay, in Jimbaran Hijau development area, Raffles Bali is a haven of refined seclusion, perched on a hill that offers stunning views of the ocean and its secluded beach. With only 32 ocean-view villas, each featuring its own outdoor terrace and private pool, Raffles Bali stands as one of the finest resorts in Bali, showcasing mesmerizing sunsets, lush tropical gardens, and exquisite dining experiences. Guests can indulge in our signature Bali Sling at the iconic Writers Bar, enjoy a romantic dinner in The Secret Cave and Purnama Honeymoon Bale, or rejuvenate at The Sanctuary, a hillside treatment suite, or at Raffles Spa. Our Raffles Wellbeing Butlers can arrange a variety of bespoke treatments, cultural immersions, and personalized activities, to provide the ultimate experience on the Island of the Gods.
Job Description
HEAD BUTLER
As the Head Butler, you will lead and manage a team of butlers to deliver exceptional service and hospitality to guests. Your primary responsibility is to oversee the daily operations of the butler department, ensuring seamless coordination and execution of tasks. You will coach, mentor, and supervise butlers, setting high standards for guest service, etiquette, and professionalism. Additionally, you will liaise with other departments to fulfill guest requests and preferences, maintain inventory of supplies, and ensure the cleanliness and presentation of guest areas. Your leadership and attention to detail will contribute to an unforgettable guest experience.
Primary Responsibilities
General Duties
1. Support Front Office Manager to manage and organize 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. Be the champion of the membership program for the resort and share information through training to other colleagues related to the membership program.
3. Responsible for planning, directing, controlling, 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 upkeep of the furniture, fixtures, and equipment installations, systems, and buildings of the Hotel.
5. Monitor Front Office personnel, particularly the Butler team, to ensure guests receive prompt, cordial attention and personal recognition at all times, especially for special attention guests and VIPs.
6. Supervise the Front Office team to ensure optimum occupancy and average room rate for maximizing revenue by setting up targets and driving the team to achieve the up-sell program for villa and in-house activities.
7. Promote internal hotel sales and in-house facilities and monitor 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 the Finance Department to ensure that credit procedures are properly carried out.
9. Know and implement system recovery procedures when needed, interpret reports, and share necessary information with relevant departments for improvements.
10. Monitor and control the VIP amenities, ensuring they are fresh and of high quality.
11. Conduct comprehensive monthly departmental meetings to include a review of procedures and events that warrant special handling and detailed information.
12. Communicate to the General Manager or his/her delegate all information likely to be of interest, such as the expected arrival and departure of VIPs and other pertinent information.
13. Maintain all procedures and adhere to them within the guidelines, particularly with emphasis on hotel credit policy.
14. In conjunction with the Emergency Response Team, prepare emergency procedures upon advice from relevant authority covering emergencies such as Fire, Power Outage, Bomb Threat, Cyclone Warnings, Tsunami, etc.
15. Work with Housekeeping and Finance in the preparation and monitoring of the Rooms’ and FO budget and forecast.
General Responsibilities
1. Plan, direct, control, and coordinate activities of all Front Office personnel related to guests to ensure personalized service is extended at all times to in-house guests to maximize satisfaction.
2. Responsible for the elaboration and implementation of standards related to SOP and LQA standards.
3. Schedule and regularly conduct routine inspections of areas under his control.
4. Check all Front Office equipment including buggy and hotel vehicles, ensuring they are clean and in good working condition, follow up on equipment that needs repair, additional spare parts, replacement or disposal.
5. Cooperate with the Purchasing department in locating sources for needed items, substituting locally available for imported ones and ensuring best quality and value for money.
6. Control costs by minimizing chances of property damage, maintaining adequate inventory of items including stationery and collaterals.
Qualifications
QUALIFICATIONS
1. Diploma or Hospitality Degree.
2. Butler Certification.
3. Extensive knowledge of the entire hotel operations, especially for butler service.
4. Extensive knowledge of Opera PMS.
5. Knowledge in F&B will be an advantage.
WORK EXPERIENCE
1. At least 2 years of experience in the same role.
2. Overseas experience in luxury resorts.
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