揾工 日報

Position Summary The Manager – Butler Services ensures luxurious, exceptional and personalised hotel experience to be delivered to VIP guests, identified VIPs and Suite paying guests.  The Manager - Butler Services builds relationship with guests to retain loyalty by exceeding guest expectation and undertanding guest prefernece through professional engagement.Primary Responsibility Champion the brand and be an ambassador of the World Class Asian Heart Service Culture. Assist the Executive Manager – Butler in establishing Department Operating Manual and Specific Operating Procedures to ensure service excellence. Develop team strengths, identify areas for improvement and coaching team members for their personal growth. Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and team member satisfaction. Manage the butler operation and inspire the team members for excellence. Be an innovator in creating WOW moments and delivering a luxury service experience to all guests staying on butler floors and suites. Identify areas of service shortfalls and develop Best in Class practices and service standards. Coordinate closely with the supporting departments to ensure the delivery of highest level of guest experience in every touch points. Actively participate in health and safety activities to ensure that workplace hazards are minimized and the health and safety of all team members are valued. Ensure to be present and add value to the daily briefing as well as monthly meeting and trainings. Work closely with Housekeeping, Hotel services, Engineering, In Room Dining and all other supporting departments to ensure the delivery of business excellence. Provide 24/7 personalized service at the highest level befitting the five-star standard and lead the Butler team to ensure guests receive prompt, cordial attention and recognition. Has full knowledge of Capella Hotel brand standards, conducts daily shift briefings to ensure Hotel activities and operational requirements are known by all team members. Support and assist Butler personnel and all other Front Office sections during peak periods. Ability to multi-task and establish priorities. To perform all functions as and when required by the Executive Manager - Butler. Requirements Experience • At least 5 years of work experience in a luxury hotel / IR with 2 years as a multi department / division head role in rooms function managing Guest experience in a large team. (integrated resort environment experience is a plus)• Solid working knowledge in hotel operations / guest services / housekeeping operations /food & beverage and ability to embrace change and inspire the team members• Experience managing a high volume operation and excellent multi-tasking skills and ability to manage and influence multiple stakeholders• Strong knowledge of Opera system, good understanding of Forbes service standards, effective communicator, ability to lead a motivate a team, attention to detail, ability to provide personalized touches.• Strong leadership and team management skills which fosters teamwork and inclusive culture Education • University degree in hotel management, business administration or related field Skills / Competencies • Passionate in people business, strive to deliver exceptional guest service with excellence• Growing mindset• Familiar with Hotel PMS system Opera• Proficient computer skills and writing skills • Good communication, interpersonal, supervisory skills and problem solving skills • Display a high level of commitment to customer services and team development Others:• Fluent in English, both written and spoken• Outstanding written and oral communication skills