Job Description

Company Description

Sofitel Al Hamra Beach Resort



• To act as a hotel ambassador, providing a personal service to all Club Millesime guests, fully aware and following the hotel standards and procedures.
• To provide uncompromising levels of cleanliness and abide to all health and safety regulations of Dubai municipality and other hotel requirements.
• To use appropriate materials, equipments and supplies for the smooth run of the butler service operations and to ask for requisitions accordingly.
• To use the proper telephone etiquette as per Sofitel standards.
• To remain in close contact with guests of the Club Millesime lounge, by interacting with them whenever possible.
• To be friendly, attentive and stay professional at all times.
• To respect the privacy of the guests and the confidentiality of the information
• To assist and to coordinate the daily activity with the Club Millesime Lounge team & Butler Supervisor and to replace him/her whenever needed.
• To personally greet and escort the guests rather than pointing out directions.
• To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
• To call the Butler Supervisor, Club Millesime Assistant Manager, FOM, DOR or the HM for advice in serious cases or if an approval is required.
• To report all guest comments or complaints.
• To be fully aware of VIPs in house, to recognize them and keep a good trace of them.
• To check details of all Club Millesime reservations 24 hours prior to arrival and to follow every content, as per assigned section.
• To prepare the pre-assigned room as per guest preferences, "Your butler is waiting for you" form details and operational standards.
• To provide a warm welcome of the guests in the room, offering a glass of Champagne or alternative non-alcoholic beverages along with a welcome chilled towel.
• To assist the GSO at the in-room check-in of the Club Millesime guest by handling passport, credit card or other documents.
• To meet the guest's needs upon arrival, offering assistance in unpacking luggage, proposing pressing service, shoe shine service, or preparing a bath upon request.
• To present the guest the amenities and facilities in the room (rooming) and on the Club Millesime floors.
• To take a genuine care of all guests throughout their stay, in particular of those staying in the assigned section.
• To withdraw and deliver laundry and housekeeping requests.
• To ensure a perfect and personalized up keep of the room.
• To provide assistance with Internet connection.
• To perform concierge tasks, such as restaurant bookings; to take orders for meals served in the privacy of the room.
• To perform food and beverage handling duties as per the Club Millesime concept and timings.
• To recognize the Club Millesime guests and to anticipate their needs whenever possible. To follow up any guest requests, coordinating with the lounge, internal call center and other departments, until satisfaction.
• To prepare the guest's departure (express check-out, packing needs) and to ensure that transportation and other travel requirements are professionally handled.
• To check the room after the guest's departure and to follow the "Lost & Found" procedure.
• To review on daily basis the butlers' logbook and keep it updated.
• To daily update the guest profiles with "likes" and "dislikes".
• To attend a daily line up briefing conducted by the Butler Supervisor. To provide a proper handover between the shifts.
• To share daily activity highlights with the Butler Supervisor, including internal and external guest opportunities.
• To provide a good communication and pro-active collaboration with all the departments his/her team interacts with.
• To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.
• To carry out any other reasonable duties as assigned by the Butler Supervisor and the Club Millesime Assistant Manager.