Head Butler & Butler Supervisor

Attend and serve the guest Organize weekly butler schedules

Location: Royalton Blue Waters & Hideaway at Royalton Blue Waters, Falmouth, Trelawny

Department: Diamond Club

Reports to:  Diamond Club Manager 

Head Butler:

1 Attend and serve the guest. Ensure in every detail a memorable experience during their stay at the hotel, supervising that this is replicated by the hosts.

2 Guarantee levels of satisfaction through the results of qualified surveys by the guests with the objective of knowing the needs, detecting the areas of opportunity and improving the quality of the service.

3 Updates and manages the hotel systems, by registering and maintaining the Guest's information during their stay, generating a database that will serve for future stays.

4 Registers in the system the requirements of inputs and necessary products, to be able to solve the daily operation of the department.

5 Creates follow-up reports to VIP guests, in order to obtain relevant information, as well as a history of their preferences.

6 Coordinates the control and handling of guests´ luggage during check-out, check-in, and room changes. Safekeeping in an efficient careful way.

7 Provides a tacking service for lost luggage.

8 Works in conjunction with other departments to create a synergy in the sales of products and in the promotions of hotel installments and experiences.

9 Manages everything related to its team in terms of coordination with the Personnel Administration department.

Butler Supervisor:  

1 Organize weekly butler schedules, based on the occupation percentages assigning the areas and activities to be carried out, in order to provide an excellent service.

2 Verify that the activities and functions of the first shift, are delivered to the second shift, in order to guarantee the level of service to the guest, fulfilling the personalized attention.

3 Supervise and coordinate the functions and responsibilities of the butlers, to ensure that they deliver an impeccable service and generate unforgettable memories.

4 Analyze and deal with the complaints received by the guests, in order to give the corresponding solution to each situation.

5 Register in the SAP system the requirements of inputs and necessary products, to be able to solve the daily operation of the department.

6 Collect in the Warehouse the inputs and products requested, verifying that they comply with the quantities and quality requested.

7 Verify reports, logs and cash, monitoring room changes, arrivals and departures of the day, in order to have the correct corresponding record of each movement.

8 Keep updated with information of the standards and service protocols, with the objective of guaranteeing the level of service to the guest, fulfilling the personalized attention.

9 Follow up on VIP special clients, in order to ensure that their stay is pleasant according to the purpose of their visit.

10 Know the information provided by the guests according to their taste of food / beverages and allergies, in order to ensure a more personalized service taking care of their health