Demonstrates a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests
Bears a full and comprehensive knowledge of the Hotel, including all departments, services and outlets
Ensures personalized service is offered to guests during their stay
Acts as the reference team member for guests during their stay and ensures that all requests from guests are made possible or are followed up
Maintains a high level of communication and feedback within the department
Identifies and anticipate guest needs
Is continually proactive with in all areas of operation
Abides with all policies and procedures as stated in the Butler Services Policy Manual
Reports for duty punctually & in accordance to the issued department schedule
Adheres at all times to the hotel grooming and uniform standards
Assists with luggage delivery and collection
Provide Food & Beverage service in the Fairmont Gold lounge with the ability to handle plate, hand carried service
Prepares bar beverages and liquor pouring according to the guidelines given
Carries out general cleaning and checking for equipment in the Fairmont Gold Pantry
Warm up rooms according to Fairmont housekeeping standards checking that all room equipment are functioning
Reports guest complaints, requests and inquiries to Fairmont Gold Manager or Fairmont Gold Supervisor
Reports any unusual occurrences or requests to the Manager or Assistant Manager
Maintains the cleanliness and coordinates maintenance work with engineering department of all Fairmont Gold areas and equipment
Demonstrates a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests
Participates in the orientation, meeting, and training process of all colleagues assigned to Fairmont Gold
Possess working knowledge of the hotel Property Management System
Bears full understanding and knowledge of all in suite services, technology, amenities, functions and systems
Is responsible for the Butler Pantry’s on allocated floors. At all times ensuring that the Pantry and other related Heart of House areas are correctly stocked & maintained according to set standards
Collects designated telephones (and checks its working conditions), and working sheets
Attends daily shift briefings
Coordinates and liaises with the Butler team
Carries out pre-arrival interviews
Ensures that all procedures and responsibilities relating to the Greeting/Arrival procedures are adhered to
Assists and coordinates all in-room/suite guest needs and requirements
Refreshes the suites and coordinates daily Housekeeping service and evening service
Coordinates laundry and pressing collection and delivery
Reports any suite maintenance requirement according to standard procedures.
Coordinate delivery of all amenities and/ or gifts
Coordinates delivery of preferred newspapers and magazine to all suites
Coordinates replenishment of Refreshment Center, assisting with control via In-Room Dining
Ensures that all glassware, chinaware, and cutlery in the suite are cleaned, free of stains and presented as per standard
Sets-up any bottle of complimentary drink as per standard
Ensures a daily replenishment of good quality fruits, eventually, according to guests’ preferences
Ensures that the flowers are always fresh and displayed in fresh water
Ensures that guest supplies are replenished and displayed as per standard
Provides personalized guest service (Luggage packing and unpacking, shoe polishing, laundry collecting and delivery…)
Provides tea, coffee and beverage service to all suites (and other rooms as required)
Coordinates In-Room Dining order taking and delivery as required
Builds a rapport with all allocated guests and maintains interactions in order to facilitate guest recognition and obtain information regarding their preferences for guest history
Provides a continual source of information, help and assistance to all guests
Checks the Suites prior to the guest arrival
Coordinates all guest entertainment, activities, making reservations, and using Concierge as and when required
Ability to provide full itineraries of entire stay, with updates daily on evening service
Facilitate guest departure, coordinating between Reception and guest to gain final approval and payment
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