Job Description for Butler in Hotels

Position Title: Butler 

Reports To: Lounge Manager / Head Butler

Position Summary:

A butler primarily serves as a key point of contact for Guests and VIP Guests throughout their stay at the hotel, He / she should be fully conversant with all services and facilities offered by the hotel and also about the local vicinity. 

Serves food courses and alcoholic beverages to guests, Also Provides a courteous, professional, efficient, flexible and personalized service at all times. Always well groomed, clean, pleasant and creating renowned memorable experiences for the guests.

Butler Duties and Responsibilities:

• Take care of all VIP suite room guests and coordinate with all concerned departments to fulfill guest needs and requests.

• Fully aware of the Room Service and other outlets menu, answers questions on menu selections, communicates with the kitchen regarding menu questions and product availability.

• Keeps concerned departments informed about the guest allergies and food preferences.

• Update the hotel software with guest preference, likes and dislikes on to the guest profile section.

• Follows all the guest needs until they are completed to the total guest satisfaction.

• Welcomes the VIP guest at porte cochere and other guests availing butler service.

• Serves welcome drinks and escorts the guests to their assigned rooms.

• Conducts the in room check-in process in a fast and efficient manner, following all the standards and also liaising with bellmen for luggage delivery.

• Takes care of the guest's requests and liaise with respective departments: laundry, wake up call, spa bookings, concierge and any special requests etc.

• Knowledge of using the point of sale software, Property management software and any other system or software to perform the duties.

• Able to perform software operations like check-ins / check-outs, update profile, room reservations, requests, apply payment, verify and adjust billing, activate room keys, process check-out etc. on the hotel software.

• Records transactions and order items in Point of sales (POS) system.

• Updates guest feedback and comments on to the GSTS or RSTS system.

• Helps monitoring the stock inventory and to follow up on pending issues with the tracking system and store requisition forms.

• Checks in with guests to ensure satisfaction with each food course and/or beverages.

• Informs housekeeping department the time desired for the daily cleaning and turn-down service.

• Fully conversant with accommodation features: lay-out, room type, location, decor, in room facilities and equipment.

• Fully aware of operating procedures for all electrical and electronic equipment in the guest room.

• Serves the guests in a calm, discrete and courteous manner, respecting timing standards.

• Supports the other departments such as Front Desk, Housekeeping and Room service with their duties.

• Picks-up trays and clean tables as needed to ensure a clean dining area. 

• Maintain cleanliness of work areas, china, glass, etc., throughout the day.

• Performs all his/her duties with the sense of priority and dedication.

• Hosts and welcome all guests in a gracious and polite manner, and to have the ability to hold a conversation with the guest in a natural and spontaneous manner.

• Carries out checkout in efficient manner, offering luggage assistance and transportation.

• Wishes fond farewell to the guest at the time of departure.

• Takes notes of all the information, updates and instruction and giving proper handover before signing off from the shift.

• Understands and strictly adheres to the Rules & Regulations of the Company and the Hotel’s policy on Fire, Hygiene, Health and Safety.

• To attend and contribute to all meetings, Departmental and Hotel training as scheduled and other related activities.

• Carries out any other reasonable duties and responsibilities as assigned out of the list.

Prerequisites:

Positive attitude and good communication skills, with excellent grooming standards.

Commitment to delivering a high level of customer service.

Flexibility to respond to a variety of different work situations and ability to work on your own.

Education:

3 Years Diploma or Bachelors Degree in hotel Management specialized in F&B Service. Proficiency in working with MS office, Point of sale (POS) and Property management system (PMS) are an added advantage.

Experience:

Minimum 2 year’s experience at a similar level at a 5 star or full service hotel. And 3 to 5 years experience is F&B Service.