Butler Assistant Manager

Butler Assistant Manager; México; On-site; MXN 279,000 - 502,000; Full time

Job summary

Rosewood Hotel Group is seeking an experienced Butler Assistant Manager to oversee the butler team and related operations in a luxury hotel setting. You will supervise butlers, coordinate with departments, and ensure guests receive courteous, professional, and flexible service while maintaining Rosewood standards.

The role requires a minimum of 1 year of supervisory experience in a luxury hotel and fluent English communication skills.

Qualifications

• Minimum 1-year supervisory experience in a luxury hotel environment.
• Fluent speaking, reading and writing in English is required.

Responsibilities

• Provide courteous, professional, efficient and flexible service to internal and external guests at all times.
• Be thoroughly familiar with all services and facilities offered by the hotel and with the characteristics of the accommodation.
• Supervise that each butler is working properly in their assigned area and monitor operating supplies to reduce waste.
• Collaborate with housekeeping, maintenance, and other departments to ensure prompt guest service and smooth operations.
• Prepare daily arrival meetings and plan vacations with the manager while ensuring proper coverage.
• Maintain the high standards of Rosewood, including adherence to policies and procedures and confidentiality of guest information.

Skills

Supervisory experience

Guest service

Communication

Team leadership

Education

High school diploma

Job description

Position: Butler Assistant Manager

Division: Rooms Division

Responsible for: Butlers

Responsible for: Butlers, Butler Coordinator.

GENERAL PURPOSE OF JOB

Oversee butler duties and activities during daily operation, work in conjunction with supervisors to keep the butler team trained, motivated and the department organized with operation needs met.

Oversee the process of preferences and information gathering on guest profiles, continuously monitor the follow up of established procedures to assist guests, handle complaints and follow up accordingly to achieve guest satisfaction.

Recognize the team of butlers; maintain a balance between work demands and personal relationship with each one.

Ensure that existing resources and work tools are kept up to date and functional at all times.

Provide courteous, professional, efficient and flexible service consistent with Rosewood Standards Policies and Procedures to maximize guest satisfaction.

Coordinate and follow up on any interdepartmental situations to ensure smooth communication and proper and functional relationship with all hotel departments.

Manage operational tasks related to butler department.

MAIN FUNCTIONS

I. OPERATIONAL

• 1. Provide courteous, professional, efficient and flexible service to internal and external guests at all times.


• 2. Have a thorough working knowledge and ability to perform all duties and tasks listed in their job description as well as the butler job description. Be aware that the job description may be reviewed and changed on a regular basis reflecting changing trends, guest expectations and operating philosophies.


• 3. Be thoroughly familiar with all services and facilities offered by the hotel.


• 4. Be thoroughly familiar with the characteristics of the accommodation: layout, room type, decor, location, facilities and room equipment.


• 5. Ensure that the work area and its surroundings are kept clean and organized at all times.


• 6. Supervise that each butler is working properly in his/her assigned work area.


• 7. Monitor operating supplies and reduce spoilage and waste. Maintain an environmentally friendly attitude at all times by ensuring that stewards are recycling and separating waste correctly according to procedures.


• 8. Ensure that guests are properly greeted in a friendly and polite manner by stewards.


• 9. To be able to hold a conversation with the guest in a spontaneous and natural way, in regular situations on a daily basis as well as in complaints.


• 10. Have a very close contact with other departments such as housekeeping, a&b, and maintenance, among others, to ensure prompt response to the needs and requests of guests, as well as support them with their functions working in synergy.


• 11. Oversee the recovery of loaner items to be returned in a timely manner.


• 12. Continuously review the tasks to be performed by stewards, supervisors and coordinators.


• 13. Provide the steward with supervision, guidance, training if necessary to ensure his/her development.


• 14. Ensure the correct use of the systems by the stewards.


• 15. Analyze guest feedback with each steward to seek improvements, acknowledge and provide correct follow-up.


• 16. Comply in a timely manner with any special activity organized by human resources, organizing the team in conjunction with the other leaders so that the participation or event is successful.


• 17. Prepare the arrival meeting of the day, in an efficient way and in favor of the operation.


• 18. Verify availability and offer options for extended stay requests.


• 19. Apply progressive discipline effectively on a case-by-case basis.


• 20. 22. Plan vacations in conjunction with manager, as well as special leaves during the year.


• 21. 23. Verify that the furnishings set up in the areas for the use of the butlers are in excellent condition.

II. ADMINISTRATION

• 1. Complete internal communication forms in an accurate and timely manner, having specific conversation with the steward.


• 2. Ensuring that warehouse and purchase requisitions are recorded correctly.


• 3. Verification of payroll, special leaves, vacations and any incidence.


• 4. Analyze daily operation according to arrivals, departures and guests in the house to ensure the correct number of butlers per section.


• 5. Elaborate weekly schedule.


• 6. Ensure that all daily operation forms such as Schedule per section, logbook, extensions, arrivals and departures format, are well done and ready every day for proper operation.


• 7. Update all procedures, tanning forms, formats and reports according to changes in the operation.

III. GENERAL

• 1. Understand and strictly comply with the Rules and Regulations set forth in the Employee Handbook and the Hotel's Fire, Hygiene, Health and Safety policy.


• 2. Report for duty promptly wearing the correct uniform and nametag at all times.


• 3. Maintain a high standard of personal appearance and hygiene at all times.


• 4. Maintain high hotel standards in the performance of their duties.


• 5. Maintain a calm, courteous and polite attitude at all times.


• 6. Maintain a good rapport and working relationship with the staff of all other departments.


• 7. Allow special conversations with stewards if necessary to review their particular opinions regarding the operation.


• 8. Organize, attend and contribute to all staff meetings, departmental and hotel training as scheduled and other related activities.


• 9. To perform any reasonable task and ancillary duties as a supervisor assigned by the Steward.


• 10. To project at all times a positive and motivated attitude and exercise self-control.

IV. QUALIFICATIONS

• 1. EXPERIENCE: Minimum 1-year supervisory experience, previous experience in a butler or front desk department for a luxury hotel.


• 2. EDUCATION: High school diploma.


• 3. GENERAL SKILLS: Must be able to perform job functions with attention to detail, speed and accuracy. Prioritize, organize and follow through. Have the ability to work under pressure. Be a clear thinker, remaining calm and resolving using good judgment. Follow instructions in detail. Understand the service needs of a guest. Work cohesively with co-workers as part of a team. Function with minimal supervision. Maintain confidentiality of guest information and Resort data.


• 4. TECHNICAL SKILLS: Thorough knowledge of the Resort and Butler department operations. Thorough knowledge of computerized hotel systems. Ability to maintain excellent relationships with all internal guests. Ability to maintain confidentiality of staff and guests at all times. Ability to accept responsibility for the actions of others. Ability to lead by example. Very good oral communication skills to ensure communication ability. Ability to work and complete tasks on time despite frequent stressful, emergency, critical, emergency or unusual interruptions.


• 5. LANGUAGE: Fluent speaking, reading and writing in English is required.


• 6. OCCASIONAL DUTIES: To perform any other reasonable duties and responsibilities as assigned.

KEY PERFORMANCE OBJECTIVES

1. Comply LQA Standars and achieve anual hotel audit goal


2. Comply FORBES Standars and anual hotel audit goal


3. Mantain a high score on Trus You monthly reviews


4. Comply Prefered by Nature hotel certificate