Luxury Hotel Butler: Elite Guest Experience & Service

Santorini Retreat Ghantoot – Sole Proprietorship LLC; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Anantara Retreat Santorini Abu Dhabi is a luxury hospitality brand seeking a dedicated Butler/Guest Services professional to ensure flawless guest experiences on site in Abu Dhabi. You will maintain guest privacy, coordinate with all departments, and oversee daily operations using the Opera hotel system.

The role emphasizes attentive service, timely communication with supervisors, and proactive guest-need anticipation to exceed expectations in a high-end environment.

Responsibilities

• To ensure continual source of information, help and assistance to all guests.
• Builds a rapport with the in-house guests on the floor and maintain interaction to facilitate guest recognition and obtain information regarding their preferences.
• Maintains and protects the privacy and security of in-house guests.
• Ensures all guests arrival and departure procedures are completed as defined in the Butler Services SOP manual.
• Always ensures smooth operations.
• Co-ordinates all operational departments to exceed guest expectations.
• Takes full responsibility for all operating equipment and working tools.
• Upsells of spa and dining experience within the hotel.
• Handles guest feedback efficiently.
• Requires driving hotel buggies and pass the buggy driving test.
• Keeps the immediate supervisor fully informed of all problems or unusual matters of significance.
• Has a full comprehensive knowledge of the hotel, including all departments, services, and outlets.
• Ensures the butler pantries are maintained and operationally always prepared.
• Maintains open line of communication and co-ordinate with related departments to ensure guest requests and complaints are handled effectively and efficiently.
• Takes corrective actions when required to improve safety of all work areas.
• Maintain clear and effective communication with other hotel departments to ensure guest requests are fulfilled.
• Identifies and anticipates guests' needs and requirements.
• Adheres to all policies and procedures as stated in the Butler Services SOP manual.
• Reports on duty punctually and in accordance with the department duty roster.
• Adheres at all times to the departmental grooming and uniform standards.
• Adheres to all hotel and company policies and procedures.
• Adheres to all hotel health and safety policies.
• Establishes and maintains seamless interaction, co-operation and communication with all guest services operations and hotel departments.
• Has full understanding and is knowledgeable of all in-room services, amenities and functions.
• Is fully proficient and knowledgeable with the hotel operating system (Opera).
• Ensures a full and complete shift hand over.
• Conducts daily standard and quality checks.
• Makes and recommends to senior management any suggestions and ideas that could enhance guest and staff satisfaction and quality of service.
• Performs other duties and responsibilities as assigned by senior management.
• Assist in assuring all standard service procedures are adhered to and carried out in detail.
• Ensure all arrival rooms are checked and ready prior to an arrival.
• Ensure all amenities are in place as per remarks and profile of guest.
• To offer welcome towels and serve welcome drinks to all guests on arrival.
• To complete a full room orientation for the guest on arrival including assisting guest with their luggage.
• Offer unpacking service on arrival and packing service for departure guests.
• Respond to guest requests e.g. urgent laundry / pressing requirements.
• To serve in-room dining service requests.
• To attend to guest complaints of room facilities.
• To offer shoeshine / laundry / pressing service.
• Offer evening turn-down service to guests, preparing the room for a comfortable night's sleep.
• To make restaurant recommendations and reservations.
• Ensure guest dietary restrictions or allergies are accommodated.
• Assist with arranging transportation, reservations, and other concierge services.
• Handle special requests, such as arranging room decorations, special occasion celebrations, or in-room spa services.
• Keep accurate records of guest preferences and special instructions for future visits.
• Constantly check the appearance, cleanliness of the rooms, and report any maintenance issues or room deficiencies to the appropriate department.
• To carry out specific duties or tasks assigned within a specific time frame.
• All discrepancies in billing of guest should be handled immediately.
• All discrepancies or voids should be countersigned with an acceptable explanation or bought to the attention of senior management.
• Must be familiar with all company policies and procedures relevant to their position.
• Must be fully versed in safety and emergency procedures.
• Stay updated on hotel services, amenities, and promotions.
• Participate in training programs to enhance your skills and knowledge.
• Always Maintaining the highest levels of hygiene and cleanliness.

Job description

Anantara Retreat Santorini Abu Dhabi is a luxury hospitality brand seeking a dedicated Butler/Guest Services professional to ensure flawless guest experiences on site in Abu Dhabi. You will maintain guest privacy, coordinate with all departments, and oversee daily operations using the Opera hotel system.

The role emphasizes attentive service, timely communication with supervisors, and proactive guest-need anticipation to exceed expectations in a high-end environment.