Butler Service Desk Agent

St. Regis Hotels & Resorts; Abu Dhabi; On-site; AED 84,000 - 144,000; Full time

Job summary

The St. Regis Abu Dhabi is seeking a Butler Service Desk Agent to provide prompt, courteous service as the primary contact for telephone communications and guest inquiries, ensuring guest needs are anticipated and resolved.

You will work closely with Front Office, Butlers and Housekeeping to coordinate guest requests, manage room changes, and maintain Wake Up Call logs; familiarity with Marriott Bonvoy program and luxury hotel operations preferred.

Qualifications

• 2 years work experience in a luxury hotel.
• Knowledge of Marriott Bonvoy program and front desk operations.
• Ability to answer calls promptly and greet guests warmly.
• Coordination with Front Office, Butlers and Housekeeping.

Responsibilities

• Handle guest phone calls within 3 rings and provide warm, accurate responses.
• Maintain knowledge of room types and occupancy for efficient block/unblock.
• Coordinate guest requests with relevant departments and ensure smooth handovers.
• Document complaints and maintain Wake Up Call logs.
• Transfer calls appropriately and respond per FOE standards.

Skills

Customer service

Telephone etiquette

Communication

Guest relations

Tools

Front Office Software

Wake Up Call Logs

Job description

Additional Information

Job Number 26112695

Job Category Rooms & Guest Services Operations

Location Nation Tower, Corniche, Abu Dhabi, United Arab Emirates, United Arab Emirates,VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Non-Management

Start Your Journey With Us

From the very first opening of the St. Regis New York, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. As the original house of luxury, St. Regis continues to redefine modern luxury through great service. The St. Regis Abu Dhabi merges authentic Arabian hospitality with more than a hundred years of bespoke St. Regis tradition.

Crafted for modern connoisseurs who desire exceptional experiences, The St. Regis Abu Dhabi is the social epicenter for royalty, discerning travelers and luminaries in the art of living. The hotel comprises of 283 elegantly appointed guest rooms including 55 suites, most of which boast breathtaking views of the Arabian Gulf and Abu Dhabi city, including the extraordinary Abu Dhabi Suite – the highest suspended suite in the world, connecting the two Nation Towers.

The St. Regis is part of Marriott International, a brand leader, offering the most powerful portfolio in the industry, our more than 30 leading brands and nearly 9,100 properties in 142 countries and territories give people more ways to connect, experience and expand their world. At the heart of The St. Regis, our exceptional staff whom we address as "Hosts," are the ultimate luxury ambassadors, dedicated to providing our guests with an exquisite stay and unforgettable experiences. Pursue your passion and grow your expertise at Abu Dhabi’s best address—The St. Regis Abu Dhabi, the house of luxury who is awarded with the prestigious Forbes Travel Guide 5-Star Rating.

Job Requirement

The Butler Service Desk Agent attends promptly and efficiently to all phone calls within 3 rings and is the primary point of contact for all telephone correspondence within the hotel. All phone calls are answered with a warm welcome and answer any guest questions, anticipate their wants and needs and resolve guest problems. Ensure guest’s immediate requirements are catered for. The Butler Services Agent has an awareness of regular guest names and requirements and has a full understanding of core Front Office process.

ESSENTIAL FUNCTIONS:

• Has a full knowledge of Marriott Bonvoy Program, Hotel occupancy and availability
• Knowledgeable in all room types and attributes (layout, size, connecting configurations, and views)
• Keeping Butlers informed of blocking and unblocking rooms, reallocation and room moves when Front Office liaises the changes with the Agents
• Locate arriving, in-house and departed guests by name and room number
• Competent in messaging functionality (creating, modifying, delivering, deleting)
• Answer all phone calls adhere to the standards set forth within the Telephone & Verbiage FOE
• Transfer calls to an appropriate guest or department when requested by callers
• Coordinate guest requests with all relevant department
• Thoroughly conversant with all room types, décor and outlook
• Communication and recording of complaints
• Ensure full liaison with other members of the team
• Strong communication with other areas, especially Front Office, Butlers and Housekeeping
• Report maintenance faults and damage to machines, furniture and fittings in all area of the hotel to the maintenance department.
• Strong relationship with guests and internal customers
• Prepare Wake Up Call log sheet for the following day and ensure this is handed over to the next shift
• Ensure all Wakeup call requests are logged accurately
• Give wake up calls for guests
• Keep inventory of Butler On Call Items
• GXP Basics (profiles, preferences, defects, reporting) are entered accurately and monitor existing profiles
• Ensure daily shift hand over is completed thoroughly

Preferred Qualifications

Related Work Experience: 2 years work experience in a luxury hotel.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.