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VIP Services Manager (Head Butler)

Marina Bay Sands Pte Ltd
Keywords / Skills : SQR
15 - 25 years
Posted: 21st Mar 2017

Industry
Catering/Hospitality
Function
Customer Service/ Call Centre/ BPO
Role
Manager - Service Delivery
Education
Bachelors/ Degree
Posted On
21st Mar 2017
Job Ref code
5740133
Job Description


Job Responsibilities:

Operational Related
  • Responsible for the management and operations of Butler Service Department, including but not limited to reviewing daily suite arrivals and room assignments, inspecting rooms, planning daily operational schedule, ensuring sufficient par level of guest supplies/operating supplies.
  • Work closely with International Marketing, Player Development and Casino Operations to support VIP guests' stay experience.
  • Handle meet and greet of VIPs where required.
  • Provide leadership guidance to other operational areas to ensure guests' requests and tasks are carried out efficiently.
  • Resolve issues pertaining to guest's negative feedback and manage the complaint effectively to maximize guest satisfaction and communicate to Service Management for any necessary follow up.
  • Support Front Office with check in, check out, cashiering transaction procedures and due out checks by assigning Senior Butlers to these tasks.
  • Be conversant with all facets of Butler Service operations including fire safety and emergency related procedures.


Departmental Related
  • Lead the entire team towards the goal of service excellence.
  • Achieve all KPIs as outlined on the yearly SMART Goal.
  • Be directly involved in any service enhancement activity or review and in the delivery and measurement of the Net Promoter Score (NPS), Service Quality Review (SQR) and Mystery Audit (LQA), including following through with strategic planning to improve the score index.
  • Supervise and evaluate Team Members' performance on a regular basis.
  • Recommend appointments, promotions and development of all Team Members.
  • Establish, assess, conducts and maintains appropriate performance appraisals (in relevant areas) as according to agreed standards and take necessary action to communicate/advise/assist according to performance levels.
  • Be responsible for motivating, coaching and counseling of Team members appropriately and in ensuring their job skills are constantly being improved and developed to exceed guests' expectations.
  • Ensure that all Team Members are well-mannered and groomed as per company standard at all times.
  • Respond to guest comments, requests and complaints in a timely and professional manner.
  • Take personal responsibility to resolve issues where necessary.
  • Be directly involved in any service enhancement activity or review and in the delivery and measurement of the Net Promoter Score (NPS), including following through of strategic planning to improve the score index.
  • Maintains close liaison with all other Departments so as to have a good understanding of other Departments' operational flow, thus ensuring seamless guest services throughout the hotel.
  • Works and maintains close working relationship with all the respective Section Heads within Rooms Department, ensuring smooth operational flow within the department as in accordance to company standards.
  • Contributes ideas to and cooperates in the execution of strategic plan initiatives in support of the company vision, mission, value and guiding principles.
  • Perform any other duties and responsibilities as and when assigned by Director or Associate Director of Hotel Operations.


Job Requirements:

Education
  • Minimum GCE 'O' Level.
  • College degree & above, preferably in Hotel Management or related.


Required Experience
  • Minimum 15 years working experience with the last 5 years as an operations Department Head/Head Butler of a large scale international hotel or as a Chief Purser of a leading airline.
  • Strong leadership skills and ability to operate and successfully arbitrate in a complex international, multicultural environment.
  • Excellent guest relation and problem solving skills.
  • Good planning and execution skills with ability to be persistent while focusing on detail elements of tasks.
  • Proven ability to recruit, motivate and direct a professional group of team members.
  • Excellent time management, organizational, communication and motivational skills.


Required Knowledge
  • Proficient in the use of Property Management System and Microsoft Office applications.
  • Solid experience in a hotel, airline or royal household.
  • Experience in preparing presentation materials.


Skills / Abilities / Presence
  • Candidates must have a good command of spoken and written English and can converse in Mandarin.
  • Pays attention to details and have strong customer service skills.
  • Mature, meticulous, resourceful, organized and able to work independently.
  • Team player and takes initiative to assist other Team Members when required.
  • Have impeccable follow-through; and "Can Do" attitude and mindset.
  • Be willing to work any day and any shift
  • Well groomed and professional disposition.


Key Skill(s)

About Company
Marina Bay Sands Pte Ltd
Career Advice to Find Better

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