Complaints jobs in United Kingdom

Department: Hotel

Employment Type: Contract

Location: Shipboard

V.Ships Leisure is looking for Senior Butler on behalf of Silversea Cruises. Responsible to deliver high quality, efficient, individualized and technically excellent in-suite valet and F&B service in accordance with Company Policies and strictly upholding any Public Health standards and towards a goal of achieving total guest satisfaction. Reporting to the Chief Housekeeper and Butler Manager. Subordinates – Butlers, In Suite Captain, Suite Attendants and Laundry master.

• Provides guests with the highest quality butler and cleaning services by assisting the Butler Manager in overseeing the butler operation.
• Responsible for preparing and servicing the Owner’s suites according to guest preferences.
• Ensures that all procedures and responsibilities related to the guest's arrival are adhered to.
• Proactively interacts with all guests in order to identify their expectations and needs fulfilling them promptly. Demonstrates upmost sincerity and hospitality with all guest interactions.
• Ensures that all guest orders are handled quickly and knowledgeably.
• Ensures that all guest requests, enquiries, and complaints are responded to immediately and are followed up on efficiently and to the guest's satisfaction.
• Regularly monitors customer satisfaction and ensures personal responsibility and accountability. Reviews all mid cruise and of cruise comment cards and acts accordingly. Guest satisfaction being measured on a cruise-by-cruise basis by guest rating scores.
• Assists and coordinates butlers with in-suite breakfast service, afternoon tea, canapes, and private parties.
• Monitors the valet service and ensures correct delivery to the guests.
• Assists and coordinates butlers with the packing and unpacking service.
• Assists in booking reservations for restaurants, spa, shore excursions and private tours as required by the guests.
• To be fully knowledgeable of all in-suite services, amenities, functions, and IT-systems.
• Supports and assists butlers in all in-suite services to ensure he/she succeeds and exceeds guest expectations.
• Builds a rapport with the in-house guests and maintains interaction in order to facilitate guest recognition and obtain information regarding their preferences.
• Updates and maintains Silver Compass.
• Is a continual source of information, help and assistance to all guests.
• Respects all guests’ privacy and does not discuss guests' private information with colleagues or other guests.
• Strives to minimize breakage and wastage and follows proper procedures when disposing of garbage.
• Conducts daily inspections of butler pantries ensuring that they are kept clean at all times and according to Public Health standards.
• Prepares and takes responsibility for requisitions of all in-suite food and beverage items.
• Ensures confidentiality when handling sensitive information.
• Assists the Rooms Division Manager and Butler Manager with administrative duties as directed.
• Organizes and leads training sessions for all Butlers & Room Service to continuously develop their knowledge, techniques, skills, guest focus and sense of service.
• Ensures that the Silversea product and service standards and procedures are in place and maintained.
• Carries out regular inspections on the conditions of equipment, suites and pantries, checking the maintenance log on a regular basis, following up on items still pending until closed. Maintaining records of inspections as standard.
• Adheres to Public Health and Company cleaning and maintenance standards and ensures that the entire butler team is properly trained on Public Health standards, retaining training records as standard.
• Ensures that room service areas and deck pantries are in compliance with Public Health standards at all times.
• Demonstrates a high and consistent level of organization and management.
• Ensures that the logging of all fridge, freezer and dishwasher temperatures are in accordance with Silversea Cruises procedures and legal guidelines in all Housekeeping areas.
• Ensures that the Integrated Pest Management plan is in place and followed in all Housekeeping areas as per Silversea policy and procedures.
• Strictly follows the Infection control and outbreak prevention regulations.
• Inducts, trains, coaches and leads crew to consistently deliver superior levels of performance.
• Ensures that new employees are properly inducted to the team and the new work environment and receives all necessary training in a timely manner.
• Strives to create and maintain a positive work environment. Successfully leading subordinates into productive working methods by setting an example and utilizing all available tools & ensures there is a good sense of teamwork within the Housekeeping Department.
• Keeps self and team members aware of costs, budgets, and monitoring procedures.
• Assists with Housekeeping & Room service inventories when instructed.
• Proactively responds to issues or potential problems quickly and efficiently involving relevant people as required. Communicates any challenges, complaints, or service difficulties to immediate supervisor. Keeping the Chief Housekeeper and Butler Manager promptly and fully informed of all problems and matters of significance.
• Displays a thorough knowledge of the ships daily activities to be able to advise the guests.
• Practices preventative maintenance.
• Incorporates Company service standards, personalized service, and sincere hospitality by creating positive experiences for guests, efficiently engaging with guests, and anticipating guest’s needs.
• Lead, train and develop subordinates ensuring effective reviews, feedback, coaching and performance management.
• Accountable for meeting Public Health requirements.
• Practices good people management, maintaining proper conduct with all departments around the ship.
• Observes and enforces uniform and grooming standards according to Company policies & organized daily line-ups.
• Is knowledgeable about basic etiquette, and cultural differences in regards to etiquette.
• All other duties as assigned.
• Participates in crew and passenger safety drills according to instructions.
• Always complies with the Company’s safety and pollution prevention regulations and operating procedures.
• Participates in all mandatory training.
• Leads by example by taking care of Health and Safety of self and others.
• Ensures that all work equipment, personal protective equipment, chemicals and safety devices are being used correctly.
• Delivering training, guidance, and supervision on how to use and maintain them.

• Valid STCW95 certification.
• Previous management/supervisory experience in a housekeeping / Butler department in a 5-star establishment, hotel or cruise ship.
• Butler Service Certification or equivalent proven experience.
• Excellent knowledge of cleaning standards.
• Knowledge and experience of Public Health policies and procedures.
• Physically and medically fit.
• Moral integrity is required.
• Excellent fluent English (verbal and written). English is the working and safety language on board Silversea vessels. This also includes the ability to give and receive instructions in verbal and written forms and to effectively and efficiently engage with guests and crew members. Conversational in an additional language is considered an asset (German, French, Italian, Spanish, Mandarin).
• Good working knowledge of Microsoft applications, Fidelio and hotel operating systems.