Job Information
Marriott Butler Service Agent in Langkawi, Malaysia
Additional Information Butler Service Agent
Job Number 24086297
Job Category Housekeeping & Laundry
Location The Ritz-Carlton Langkawi, PT 313 Jalan Pantai Kok, Langkawi, Kedah, Malaysia
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
POSITION SUMMARY
Greet guests upon arrival and articulately explain details and amenities available. Respond to guest requests for special arrangements or services (e.g., unpacking, dry cleaning press guest garment, shoeshine, assist with reservations, and transportation) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Inspect guest rooms after being cleaned by Housekeeper to ensure quality standards. Verify room status, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms. Assist Housekeeping management in managing daily activities. Document and resolve issues with discrepant rooms with the Front Desk. Prepare, distribute, and communicate changes in assignment sheets/work boards. Communicate issues to next shift. Complete required paperwork. Assist management in hiring, training, scheduling, evaluating, counseling, and motivating and coaching employees.
Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications. Ensure uniform and personal appearances are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested.
Duties & Responsibilities
Carry out arrival (check-in) and departure (check-out) process for guests.
Be able to handle all cashiering duties when carrying out guest checkout on Opera - Property Management System
Get a thorough hand over from the previous shift and ensure master keys and communication devices are received and returned daily
Ensure all guest preferences are taken and actioned
Welcome the guest upon arrival and provide familiarization and rooming for guest including total room and hotel information.
Guest to be informed on Daily Scenography.
Deliver & Remove any Private Dining orders and trays from the guest room or corridors.
Pick-up and deliver guest laundry/ pressing based on guest requested time
Handling guest complaints and record in the butler report and inform the duty supervisor about the incident and follow-up with resolve the issue
Write logs for on-going events and guest challenges
Prepare the arrival reports for the day and go over the arrival list and look for special comments and /or remarks then action.
Take care of any guest requests and complete them within the appropriate time. If unable to complete within your shift, ensure to handover to next shift accordingly
Use GXP platform to update guest information or comments for future reference
Do shoeshine and delivery.
Assist the guest for packing and unpacking services
Assist the guest for garment pressing and laundry service
Restock the Butler pantries such as coffee, tea, water, sugar, milk, tray linens, napkins and necessity in order to keep in working order at any time
Tidy up pantry, washing of cups, plates, utensils before the end of the shift
Report maintenance faults and damage to machines, furniture and fittings in all areas of the guestroom floor to the maintenance department and follow-up with the status.
Set-up the rooms for the arriving guests as per guest history / special amenities and request
Set-up welcome amenity according to the room type, VIP status or Marriott Bonvoy tier
Promote the hotel restaurant and spa facilities and offer to make reservation
Replenish daily evening turndown amenity as per standard
To assist Housekeeping Department for any basic housekeeping requests to give quick and respond service to the guests.
Restock pantry in order to keep in working order.
Develop and update the guest history
Prepare a handover to the next shift.
To be available to stay for 24 hours during guest stay.
Attachment to 24 hours on request as the Business demands with NO limited notice
Turn in any Lost & Found at the Housekeeping Office
Report any unusual and suspicious behavior of guests or staff to supervisor and security immediately
Ensure to comply with the grooming standard
Actively promote and upsell Hotel facilities and F&B outlets
Ensure compliance with legislated health and safety requirements within the workplace
Actively promote a work environment, which cares for guests and staffs alike
Able to work any shift that is assigned to him/her by Management or Supervisor
Perform any other duties that may be assigned to him/her
Able to coordinate and conduct butler training as required.
To provide safe buggy driving
Safety and Security
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
Maintain awareness of suspicious persons on property premises.
Report works related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Use hotel assets in safely to avoid any damage or accidents
Ensure that the buggy is used appropriately, drive at a decent speed to avoid injury.
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Follow company and department policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Guest Relations
Address guests' service needs in a professional, positive, and timely manner.
Assist other employees to ensure proper coverage and prompt guest service.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
Thank guests with genuine appreciation and provide a fond farewell.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Assist GR team to make arrangements for welcome drink and cold towels and assist in serving.
Escort guest to room/villas and offer room orientation.
Assist guest with buggy pick up and drop off around the resort.
Assist guests/visitors with valet parking and advise the guest in regard to the parking policy.
Communication
Talk with and listen to other employees to effectively exchange information.
Provide assistance to coworkers, ensuring they understand their tasks.
Speak to guests and co-workers using clear, appropriate and professional language.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Working with Others
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Support all co-workers and treat them with dignity and respect.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
Assist front desk team with clerical jobs as and when required
Filing of checks received from outlets in room bucket
Collect breakfast doorknob cards and deliver to Private Dining on a daily basis.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Physical Tasks
Read and visually verify information in a variety of formats (e.g., small print).
Move at a speed required to respond to work situations (e.g., run, walk, jog).
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
Move over sloping, uneven, or slippery surfaces.
Move up and down stairs and/or service ramps.
Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
Greet/Escort Guests
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Assist guests/residents/visitors entering and leaving property.
Assist with group luggage requirements (e.g., luggage pull, storage, drops).
Assist guest with buggy pick up and drop off around the resort.
Assist guests/visitors with valet parking and advise the guest in regard to the parking policy.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: At least 1 year of supervisory experience.
License or Certification: None
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.