Butler (Hotel VIP/Customer Service)

Job Responsibilities Execute Butler core tasks • Takes accountability and ownership with every guest assigned in ensuring purposeful engagement and butler presence in each of their stay • Diligently studies the guest profile of incoming arrivals, including but not limited to checking on guest history, conducting research on internet or social media platforms, sending out pre-arrival email and respond promptly, making amenities requisition, assisting with guests requests effectively over the phone, taking in-room dining orders, placing the order over POS (Point of Sales) system, dispatching job to floor butler as and when required, coordinating among internal and external stakeholders/vendors via MS Teams, messaging and other operational-related systems • Responds to guest professionally in-person, over the phone, emails, and messaging systems • Assists with limousine/taxi bookings, dining, attractions and entertainment reservations/ticket purchase, and any other guest queries/requests • Prepares thoughtfully each suite, conducts seamless arrival meet and greet and in-suite check-in, customizes suite orientation, offers welcome drink, initiates unpacking service and customizes itinerary based on guest’s preferences • Serves and replenishes amenities, facilitates daily make-up room and turndown services, assists with laundry services, performs shoe-shining, and purposefully notes down preferences through observations and interactions • Makes appropriate dining recommendations, proficiently takes in-room dining order, promptly serves the order and organize clearance of soiled dishes • Orchestrates celebrations for guest with special occasions with creativity and customization • Proactively connects with guests for pre-departure arrangement, initiates packing assistance, booking of limousine, luggage assistance, ensures accuracy of bill settlement and conducts a seamless check-out and fond farewell • Addresses any security incidents and feedback to Butler Management • Resolves feedback and guest challenges with good standard • Rotates to any taskforce when operationally required • Rotates to Butler Command Center as and when designated (located at Perennial Business Centre) • Adapts to changes and ensure adherence to organizational operating procedures and service standards • Performs any other duties and responsibilities as and when assigned by Management Perform Service and Operational Excellence • Performs all tasks with accordance to Forbes 5 stars standards and guidelines • Always exhibits exceptional service to guests and fellow employees • Ensures handover between shifts are communicated effectively • Attends daily pre-shift briefing and post-shift debrief, and job-related trainings • Obtains and keeps Guest/VIP preferences up to date in OPERA and individual profile sheet along the stay journey – Pre-arrival, arrival, in-house, departure, post-departure, and return stay • Maintains cleanliness of front and back of house (lift lobbies, corridors, storage rooms, offices, pantries, etc.) • Stays up to date on internal promotions and local offerings • Adheres to department’s grooming standards and professional disposition • Recommends innovative ideas to enhance guest journey • Suggests improvements towards butlers’ efficiency and effectiveness Apply Operational Risks • Adheres to Workplace Safety and Health (WSH) policies, practices, and procedures • Monitors activities in both front and back of the house; reports any suspicious characters, items, and/or activities to Security Department • Responds to emergency situations and reports to Butler management • Able to understand Butler Services Risk assessment forms and assist the Manager on Duty to collect all specific details • Handles luggage/baggage lifting, placement or other related requests such as moving or storing the items. • Lengthy periods of standing, walking; seating or taking stairs may be required • Moves operational equipment or other items may be requested. This includes constant movement with the Butler trolleys, pushing and carrying items • Able to perform under high stress level and able to deal with challenging guests/situations Participate Employee Engagement • Holds the values of One MBS (Marina Bay Sands) culture • Works cohesively and respectfully within the department • Ensures a collaborative working relationship with other departments and vendors • Self-motivates for continuous self-learning and development Involve in Documentation, Financial and report management • Attends scheduled departmental meetings as required • Reviews systems and processes for workflow and productivity improvement • Performs administrative duties such as inventory and filing of reports as required based on the assigned duties given within the Paiza Butler Tea • Observes the usage of supplies to ensure that it is within budget and minimize wastage • Contributes ideas in support of the company vision, mission, value, and guiding principles • Actively involves in Sands Cares and sustainability programmes to drive organisational initiatives Job Requirements Education & Certification • Diploma or Degree in Hospitality or Tourism Management preferred Experience • Minimum 1 year experience in relevant experience Other Prerequisites • Proficient in the use of Property Management System and all relevant property management and operational systems, such as FCS, LDS, and Point of Sales (POS) Systems. • Proficient in using Microsoft Office applications • In-dept knowledge of Marina Bay Sands is mandatory • Good knowledge of Singapore, the difference of multi-cultures, sights, attractions, and dining • Excellent communication skills in English and Mandarin are essential as the role will require to serve mandarin-speaking guest • Ability to speak other language(s) is an advantage • Be flexible and willing to work on any day and any shift (shift rotation is based on operational demands) • Possesses exceptional interpersonal skills and attentive…