Overnight Guest Experience Specialist / Butler (Part Time)

Raffles Hotels & Resorts; Boston (MA); On-site; USD 37,195 - 41,328; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Employee discounts

Job summary

Raffles Boston is seeking a highly polished Guest Experience/Butler professional to deliver personalized service across pre-arrival to post-departure stages. You will ensure adherence to global SOPs, contribute to guest recognition initiatives, and coordinate special occasions to elevate guest satisfaction.

Ideal candidates bring experience in front office, concierge, and housekeeping within ultra-luxury hotels, plus exceptional organizational and communication abilities to thrive in a

Qualifications

• Previous experience in front office, concierge and housekeeping at ultra-luxury hotels is preferred.
• Strong organizational skills and ability to perform under pressure.
• Excellent communication and interpersonal skills.

Responsibilities

• Exemplify professional, engaging and friendly service aligned with the Raffles brand and standards.
• Follow SOPs and LSOP; ensure compliance with brand and audits.
• Enhance the guest journey from pre-arrival to post-departure; contribute to guest recognition initiatives.
• Assist with Reservation Notes, Alerts, and Traces in Opera; anticipate guest needs.
• Organize celebrations and special occasions; manage luggage handling and room orientation.

Job description

Company Description

Join the team responsible for crafting a fresh landmark that emphasizes cultural appreciation among colleagues and the pursuit of greatness. At Raffles Boston, we recognize the immense worth of our distinct cultural heritage, and we are dedicated to ensuring that it is comprehended and embraced by each team member. This commitment begins the instant a prospective colleague connects with us and extends throughout their entire journey with the hotel.

Company Description
Join the team responsible for crafting a fresh landmark that emphasizes cultural appreciation among colleagues and the pursuit of greatness. At Raffles Boston, we recognize the immense worth of our distinct cultural heritage, and we are dedicated to ensuring that it is comprehended and embraced by each team member. This commitment begins the instant a prospective colleague connects with us and extends throughout their entire journey with the hotel.

Duties And Functions

• Consistently exemplifies professional, engaging and friendly service, ensuring the Raffles brand positioning, personality, service culture and values are always personalized.
• Adhere to global brand Standard Operating Procedure (SOP) and implement Raffles Boston Local Standard Operating Policies and Procedure (LSOP) and Sequence of Service.
• Responsible for exemplifying the training and compliance to brand, local standards and other third-party audits.
• Instrumental in the overall guest journey from pre-arrival to post-departure.
• A strong presence and contribution in the arrival experience
• Be a driving force behind guest-centric projects aimed at elevating the guest recognition and experience and finding creative service innovations and solutions.
• Handling Pre-arrival Experience
• Ability to clearly enter and execute Reservation Notes, Alerts, Traces in Opera.
• Intuitively anticipate, through observation and interactions, residents’ and guests’ needs and wants and orchestrates unique Raffles experiences.
• Assist in organizing celebrations of residents’ special occasions, ensuring all proper traces are set and departments know prior to arrival.
• Monitor Butler Inbox and respond within four (04) hours upon receipt of email.
• Handle ordering of amenities and personalized touches by entering requests in Alice 48 prior to arrival (2 days in advance)
• Handle writing butler cards for welcome, butler surprises, apology and gifting
• Arrival and Hotel Orientation
• Establish butler presence on arrival at check-in, knocking in the room or phone call
• Delivery and pick up of guests’ luggage and belongings to and from the room, completed within ten (10) minutes
• Manage guest luggage including wardrobe handling, unpacking and packing service
• Escorting guest from Ground Lobby to Sky Lobby to guestrooms while introducing hotel facilities
• Offering guestroom orientation on arrival, pointing out two to three main features of the room, followed by offering a minimum of two butler services
• Follow through with Arrival SMS after physical/verbal interaction on arrival
• Consistent daily follow up with Daily SMS
• Anticipate guest needs to provide tailored and exclusive service
• In Stay Services
• Maintains an updated log of guest requests and communication during the shift via Alice; ensures proper dispatch, handover and escalation within the Guest Experience Department and Front Office leaders.
• Monitor tickets in Alice and ensure tickets are accepted and tasks are completed within eight (08) minutes.
• Ensures escalated guest feedback and proper recording of complaints and preferences prior to arrival and creates plans for recovery once they come back on property.
• Assist and promotes room upsells and cross-selling in-house restaurants and facilities.
• Cooperates closely with the food and beverage and housekeeping management to ensure a seamless dining and personalized experience.
• Handle lost and found inquiries via Chargerback.
• Handle external butler services – personal shopper (special requests such as buying toiletries, garments, suitcases, etc.), purchase newspaper, flowers, mailing, courier among many others
• Handle all special purchase (from Guest Preference Form e.g. gifts, special requests, flowers, etc.) as well as will liaise with sales/purchasing for entertainment riders
• Assist in periodic inventory management of porter and butler supplies
• Organize the daily Jogging Station at the ground lobby
• Other Duties
• Drive and execute to achieve the goals of four (04) pillars including: Guest (RPS), Brand (Forbes, LQA, Raffles Brand Core and Accor), Owners (contribute to achieve GOP with room upselling and cross-selling), Colleagues (employee engagement)
• Monitor Loyalty Guest – flagging and recognition of return guests; create milestone program for 5, 10, 20 and 30 times.
• Attends daily line-up, trainings, role plays and developmental sessions.
• Engage in mentor-led and conduct self-audits per shift
• Perform other duties as requested by management.

Qualifications

Education & Experience:

• Previous experience in front office, concierge and housekeeping in an ultra-luxury/five-star hospitality environment is preferred, background in Forbes Travel Guide, LQA standards is an advantage
• Strong organizational skills and the ability to maintain performance under high pressure.
• Strong command and excellent communication skills, both written and verbal, including record-keeping and handover
• Excellent grooming, etiquette, and interpersonal communication
• Possess strong interpersonal skill and deep understanding and acceptance of multi-cultural customs.
• Creative and service oriented with keen eye for detail.
• Results driven, with the ability to demonstrate initiative and work under minimal supervision.
• Working knowledge of relevant software (Property Manager System, MS Office Suite)
• Prior knowledge of specifically Opera, Alice (or other itinerary building software – ie SpaSoft etc.), and HotSoS is preferred.

Physical Requirements

• Required to stand and assist guests for extended periods, enduring 8-hour shifts or more
• Working in rotating shifts, including overnight
• Long hours may be required, and working on weekends and public holidays
• Light to heavy work - exerting up to a 50-pound of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Additional Information

• Hourly Wage: Introductory rate of $26.86 and, after successful completion of 90-day probationary period, rate will adjust to $29.84
• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Excellent Company benefits including medical, dental, vision and life insurance.
• Personalized development opportunities across Accor's extensive brand portfolio.
• Ability to make a difference through our Corporate Social Responsibility activities