Butler

To act as a hotel ambassador, providing a personal service to guests, fully aware and following the hotel standards and procedures.

To use appropriate materials, equipment and supplies for the smooth run of the butler service operations and to ask for requisitions accordingly.

To use the proper telephone etiquette as per Sofitel standards.

To remain in close contact with guests by interacting with them whenever possible. To be friendly, attentive and stay professional at all times.

To respect the privacy of the guests and the confidentiality of the information

To assist and to coordinate the daily activity with the team & Butler Supervisor and to replace him/her whenever needed.

To personally greet and escort the guests rather than pointing out directions.

To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.

To call the Butler Supervisor, Assistant Manager, DOR or the RM for advice in serious cases or if an approval is required.

To report all guest comments or complaints.

To be fully aware of VIPs in house, to recognize them and keep a good trace of them.

To check details of reservations 24 hours prior to arrival and to follow every content, as per assigned section.

To prepare the pre-assigned room as per guest preferences, “Your butler is waiting for you” form details and operational standards.

To assist the GSO at the in-room check-in of the guest by handling passport, credit card or other documents. 

To meet the guest’s needs upon arrival, offering assistance in unpacking luggage, proposing pressing service, shoeshine service, or preparing a bath upon request.

To present the guest the amenities and facilities in the room (rooming).

To take a genuine care of all guests throughout their stay, in particular of those staying in the assigned section.

To ensure a perfect and personalized upkeep of the room.

To perform concierge tasks, such as restaurant bookings; to take orders for meals served in the privacy of the room.

To recognize the guests and to anticipate their needs whenever possible. To follow up any guest requests, coordinating with the lounge, internal call center and other departments, until satisfaction.

To prepare the guest’s departure (express check-out, packing needs) and to ensure that transportation and other travel requirements are professionally handled.

To check the room after the guest’s departure and to follow the “Lost & Found” procedure.

To review on daily basis the butlers’ logbook and keep it updated.

To daily update the guest profiles with “likes” and “dislikes”.

To attend a daily line up briefing conducted by the Butler Supervisor. To provide a proper handover between the shifts.

To share daily activity highlights with the Butler Supervisor, including internal and external guest opportunities.

To provide a good communication and pro-active collaboration with all the departments his/her team interacts with.

Proficient in English (verbal & written) required

Experience with Hotel Property Management System an asset

Strong organizational, supervisory and communication skills

Ability to evaluate and select among alternative courses of action quickly and accurately

Ability to work successfully in high stress and fast paced situations

Effective problem solving abilities

Must be able to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperation and perform successfully with limited supervision