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.


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