Guest Experience Specialist/Butler

Main 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.

Duties And Functions

• 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 orchestrate 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.
• 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 promote room upsells and cross-selling in-house restaurants and facilities.
• Cooperate 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 purchases (from Guest Preference Form e.g. gifts, special requests, flowers, etc.) and liaise with sales/purchasing for entertainment riders.
• Organize the daily Jogging Station at the ground lobby.
• 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).

Qualifications

• 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.
• 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.